Client Relationship Coordinator (Key Accounts)

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus five (5) years of related experience.
• Experience may substitute for education up to a maximum of four (4) years.

Licenses and Certifications Required:
None
Notes to Applicants

Position Overview
This position serves as a primary point of contact for Austin Water wholesale water and wastewater customers. Under limited supervision this position is responsible for providing support for wholesale water and wastewater utility customer interaction and service provision. Key responsibilities include managing and administering contract terms and conditions, overseeing contractual rights, duties, and obligations, and providing assistance and technical guidance.

Working with Austin Water provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

When completing a City of Austin employment application:

• Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
• A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.
• A resume is required, but will not substitute for a complete employment application. Please include contact information from previous employers.
• A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.

If you are selected to move forward in the selection process:
Your skill level in some of the competency areas for this job will be evaluated with a written skill assessment.

If you are selected for hire:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) is required. You must provide proof of education from an accredited organization or institution. You must also provide proof of your professional licenses or certifications.
• If you are in the military or are a military veteran, you will need to provide a copy of the Member 4 page of your DD-214 prior to confirming a start date.
• Must be able to travel to other City of Austin work locations, as needed

Candidates must also pass a Criminal Background Investigation

Travel Requirement:
If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program , you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite - including construction sites, parking lot, garage or in any personal vehicle located on the premises.
Pay Range
$29.23 - $36.54

Hours
Monday - Friday
8:00 a.m. - 5:00 p.m., with some flexibility.
Job Close Date 01/02/2025 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location Waller Creek Center, 625 E. 10th St., Austin, 78701 Preferred Qualifications

• Experience providing customer service to water and/or wastewater wholesale, large volume, critical (hospitals or dialysis centers), and/or medically vulnerable customers or customers in a similarly regulated industry
• Experience interacting with, preparing written materials and correspondence, and presenting to high-profile customers.
• Experience reviewing and tracking contracts and/or contract management
• Experience maintaining accurate records of client interactions in a customer relationship management CRM ) system
• Proficiency using Microsoft Office Suite and other productivity tools
• Experience using a utility billing system, such as CC&B
• Experience using Geographic Information Systems ( GIS )
• Ability to travel to more than one work location

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Provides direct, one-on-one, expertise and services, ensuring commercial, industrial, and residential customers obtain and maintain efficient use of utility services. Manages assigned utility projects from initiation to completion. Assigns projects, sets schedules, and monitors task completion for timeliness, accuracy, and effectiveness. Identifies, investigates, and analyzes key issues; and develops comprehensive options to resolve them. Initiates, authorizes, and processes billing adjustments and account corrections in accordance with established procedures. Audits utility accounts, researches usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution. Extracts data from multiple database applications; creates detailed and comprehensive reports to present facts, utility usage, and cost; prepares written and oral summaries; monitors and communicates performance results. Partners with other City departments and staff to ensure customer utility issues are addressed and resolved. Participates in continuing education as it relates to customer service delivery as well as the operations of the City and/or its departments.

Responsibilities- Supervision and/or Leadership Exercised:

May provide leadership, work assignments, evaluation, training, and guidance to others.
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
• Knowledge of accounting and billing procedures.
• Knowledge of effective research and analysis methods.
• Knowledge of preferred business practices.
• Knowledge of case management principles.
• Skill in oral and written communication.
• Skill in using computers and related software applications.
• Skill in data analysis and problem solving.
• Skill in handling multiple tasks and prioritizing.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain effective communication and working relationships with City employees and the public.

Criminal Background Investigation This position does not require a Criminal Background Investigation EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus five (5) years of related experience. Experience may substitute for education up to a maximum of four (4) years. Do you meet these minimum qualifications?

• Yes
• No

* How many years of experience do you have interacting with, preparing written materials and correspondence, and presenting to high-profile customers and executives?

• 0-2 years
• 2-4 years
• 4-6 years
• 6 or more years

* How many years of contract management experience do you have?

• None
• 1-3 years
• 3-5 years
• 5 or more years

* Please indicate your years of experience providing customer service to water and/or wastewater, water and/or wastewater wholesale, large volume, critical (hospitals or dialysis centers), and/or medically vulnerable customers or similarly regulated industry.

• 0-2 years
• 2-4 years
• 4-6 years
• 6 or more years

* Which of the following best describes your level of proficiency with Microsoft Word?

• Basic: skill level includes creating/editing/saving files, applying text formatting, using templates, using spell check, inserting date/time
• Intermediate: skill level includes formatting pages/sections, margins, tabs, outlines and headers/footers, inserting text boxes, tables and graphs, tracking changes, inserting hyperlinks, protecting documents
• Advanced: skill level includes using mail merge, creating forms, footnotes and headers, superscripts/subscripts, creating index/concordance, line drawings and macros, importing/exporting files
• Limited or no MS Word experience, but proficiency with another word processing application such as WordPerfect or Apple Pages
• No experience with Microsoft Word or other word processing applications

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

* Will you require sponsorship for employment visa status (e.g., H1B visa) either now or in the future?

• Yes
• No

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name.
(Open Ended Question)


Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents

• 

• City of Austin

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