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Company Name:
Approximate Salary:
Not Specified
Austin, Texas
United States
Position type:
Full Time
Experience level:
2 - 5 years
Education level:
Bachelor's Degree

Client Relationship Analyst - Escalations

Posting Title Client Relationship Analyst - Escalations Job Requisition Number AE501954 Position Number 116974 Job Type Full-Time Division Name Customer Care 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 three (3) years related experience.
  • Experience may substitute for education up to a maximum of four (4) years.

Licenses or Certifications:

  • May be required to obtain a Smith Driver Certification within 6 months of employment.

Notes to Applicants

This Client Relationship Analyst (CRA) position handles complex tier 2 escalations received from various channels within the City. Work includes in depth investigation and analysis of metered utility accounts, researching usage, verifying rates, problem solving, and investigating anomalies for possible causes and resolutions. This position will also create detailed and comprehensive spreadsheets and documents to present facts, utility usage and costs, and prepare written and oral summaries. This position is also required to initiate, authorize, and/or process billing adjustments and account corrections in accordance with established procedures.

The City of Austin employment application is an official document; incomplete applications will not be considered. Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates. Any gaps in employment must have an explanation and dates of unemployment. Please be sure that your application is a reflection of your entire work history.
Resumes will not be accepted. Statements such as “see resume” will not be accepted. You may use “N/A” for fields that are not applicable. Starting salary will be based on overall relevant experience from your employment application. Supplemental information or changes to your application will not be accepted after the job posting closes.
The responses to the supplemental questions should reference the employment history listed in the employment history section. Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.
We reserve the right to verify high school and college education for the top candidate(s).
If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference.

Candidates selected for interview(s) may be required to complete an assessment(s).

Military/Veterans must provide a copy of their DD214 verifying honorable discharge.

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.

This position is categorized as Essential Personnel. Essential personnel are required to work during emergencies or bad weather if they are scheduled to work and in some cases when they are not scheduled. All Essential employees ensure the continuance of key operations in order to maintain the delivery of electric service safely for the City of Austin.

Shift may change according to departmental needs.
Work hours may include after hours, holidays, and weekends.
Additional hours may be required to work outside of regular schedule.

The top candidate will be subject to a minimum 10 year criminal history background check.

For this position, related work experience includes: Handling complex tier 2 escalations in a call center environment. Providing direct one on one expertise to customers. Creating spreadsheets to present facts. Conducting account audits and researching anomalies. Preparing written summaries to present to customers/management.

Pay Range

$22.83 – $28.69


Monday thru Friday, varying from 7:00am to 6:00pm. Will require possible nights/weekends/holidays during outage response/incident command.
Schedule is subject to change to meet business needs.

Job Close Date

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