Austin Water Customer Account Relationship Manager

Job Description:

Austin Water Customer Account Relationship Manager

Description

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a bachelor’s degree from an accredited college or university with major course work in a field related to the job, plus five (5) years’ experience in a field related to the job, including two (2) years which were in a supervisory capacity.
• 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 is responsible for managing Austin Water’s Utility business relationships with Key Account, Medically Vulnerable, Critical Care, and Large Commercial Customers with technical and complete water, wastewater, and reclaimed water management strategies. This position manages and enhances relationships with key account customers, while working closely with various internal and external stakeholders for resolution. Provides complex administrative support to senior level management. This position will anticipate the customer’s needs, work within the utility to ensure deadlines are met, and help with the overall viability ranging from planning, solutions and being a direct contact to reach successful customer satisfaction.

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 the 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. Please include contact information from previous employers. 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 title 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 do not use the phrase “see resume” or refer to other documents to complete your application. Do not leave the “Duties and Responsibilities” sections blank. These will be considered incomplete applications. Incomplete applications will not be considered.
• A cover letter is also required. In the cover letter candidates should describe, in a concise detail, their interest in this position and highlight any prior experience that is relevant to this position.

If you are selected to interview:

• Candidates selected to interview will receive information and instructions preparing a short presentation to be given at the time of the interview.

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.
• 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.
• A criminal background investigation is required.

Secondary Employment:

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.AW must review all secondary employment. Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering Secondary Employment.

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
$37.63 - $47.98

Hours
8:00 AM - 5:00 PM, Monday - Friday
This position will be eligible for up to 3 days of telework per week.
Job Close Date 01/13/2025 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 Street, Austin, Tx 78701 Preferred Qualifications
Preferred Experience:

• Experience managing relationships and 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 leading and supervising teams and/or projects, particularly in customer service or utility-related functions.
• Ability to adapt quickly to changing circumstances, whether responding to emergencies, resolving complex customer issues, or adjusting strategies in alignment with utility needs.
• Ability to build and maintain relationships with key stakeholders at various levels (technical, operational, and executive).
• Experience reviewing and tracking contracts and/or contract management
• Experience developing and refining business processes, policies, or programs, particularly related to customer service, account management, and utility operations.
• Experience using CRM software (CC&B, IPS , Salesforce) to maintain and track customer account information. Additionally, experience in analyzing customer data to anticipate needs and improve service delivery.
• Experience using a utility billing system, such as CC&B
• 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.


Develops, implements, and manages customer care programs for Austin Water including proactive customer communications, special billing, utility billing, customer communications, and escalated customer account reviews. Manages development of standard operating procedures which document processes and ensures adequate internal controls are included in those procedures. Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service. Participates in the development and implementation of goals, objectives, policies, and procedures; assists or leads projects and programs. Evaluates program effectiveness and efficiency to meet departmental business goals. Recommends solutions to critical business issues and presents alternatives. Analyzes employee and business needs, and develops short and long-range strategies, goals, and action plans to meet these needs. Develops, prepares, reviews, and presents technical information before the executive team, relevant boards, and commissions, and other groups. Coordinates cross-functional projects and personnel to assess departmental requirements. Oversees relevant customer, management, and city council information requests.

Responsibilities- Supervision and/or Leadership Exercised:

• Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

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 rate structure, usage, and conservation methods in commercial, industrial, and residential applications.
• Knowledge of business strategies, objectives, departmental goals, and initiatives.
• Knowledge of fiscal planning, and budget preparation.
• Knowledge of supervisory and managerial techniques and principles.
• Skill in determining needs and gathering, analyzing, and presenting data to provide accurate information for management’s use.
• Skill in oral and written communication.
• Skill in handling conflict and uncertain situations.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software applications.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Ability to calculate involving services and rate classification for commercial, industrial, or residential applications.
• Ability to read and interpret complex ordinances.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to train others.
• Ability to quickly recognize and analyze irregular events.
• Ability to establish and maintain effective communication and working relationships with city employees and the public.

Criminal Background Investigation This position has been approved for 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 (*).
* The minimum qualifications for the Austin Water Customer Account Relationship Manager are: Graduation with a bachelor’s degree from an accredited college or university with major course work in a field related to the job, plus five (5) years’ experience in a field related to the job, including two (2) years which were in a supervisory capacity. 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 working with cross-functional teams with large organizations, collaborating with internal departments (e.g., utility operations, IT, GIS, operations, engineering, pipeline maintenance, system planning) to enhance service delivery and resolve complex customer issues?

• None
• Less than 3 years
• 3 to 5 years
• 5 to 7 years
• 7 to 10 years
• More than 10 years

* How many years of experience do you have developing and refining business processes, policies, or programs, particularly related to customer service, account management, and utility operations?

• None
• Less than 3 years
• 3 to 5 years
• 5 to 7 years
• 7 to 10 years
• More than 10 years

* Which best describes your experience using CRM Software (CC&B, IPS, Salesforce) to maintain and track customer account information and analyze customer data to anticipate needs and improve service delivery?

• 0 years
• Less than 3 years
• 3 to 5 years
• 5 to 7 years
• 7 to 10 years
• More than 10 years

* How many years of experience do you have working with utility billing systems, such as CC&B?

• None
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

* How many years of experience do you have working with planned and unplanned emergency activations, such as inclement weather, utility outages and emergencies?

• 0
• Less than 1 year
• 1 to 3 years
• 3 to 5 years
• More than 5 years

* Describe your experience working on cross-functional teams to drive continuous improvements in internal processes and procedures and leading the development of new or revised business processes, polices or programs when needed.
(Open Ended Question)
* How many years of experience do you have using GIS software?

• None
• Less than 3
• 3-5
• More than 5

* Will you now or in the future require employer sponsorship for a work-related visa (e.g. H1B or other similar visa)?

• 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.

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


Optional & Required Documents

Required Documents Cover Letter Resume Optional Documents