Customer Support

• plan, manage, and coordinate key account and mid-market client relationship activities for Austin Energy (AE)
• Provide direct, one-on-one, expertise and services, ensuring customers obtain and maintain efficient use of utility services
• Develop and evaluate plans for a variety of projects, programs, and activities
• Conduct information training and education programs
• Identify, investigate, and analyze key issues; assist in the development of comprehensive options to resolve them
• Initiate and process billing adjustments and account corrections in accordance with established procedures
• Assist in the auditing of utility accounts, research usage, determine average consumption, verify and calculate rates, investigate high costs or other anomalies for possible causes and resolution
• Extract data from multiple database applications, create detailed reports to present facts, utility usage and costs, monitor and communicate performance results
• Partner with other City departments and staff to ensure customer utility issues are addressed and resolved
• Participate in continuing education as it relates to customer service delivery and the operations of the city, and/or its departments

Client Relationship Analyst – Utility Customer Service Center

Associate Customer Service Representative

Customer Care Specialist

Customer Service Specialist

Customer Experience Representative

Customer Care Representative, P&C License Required