Austin Water Customer Account Relationship Manager

City of Austin • Austin, TX

15d • Hybrid

About The Position

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.
ABOUT AUSTIN WATER: For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation. Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants.
Position Overview: This role manages the Austin Water Customer Service group within the Customer Service division. The position oversees daily operations that include proactive customer interactions in the MyATXWater portal, billing and account escalation research, resolution, and customer engagement. Additionally, the position manages special customer billing including evaporative loss program wastewater credits, monthly wholesale customer billing program, wastewater averaging program account alignments, customer administrative hearings, and utility bill adjustments.

Requirements

• 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.

Nice To Haves

• Experience with AMI/smart-meter implementation or utilization preferably as a project lead or heavily involved in AMI operations
• Experience using billing or customer usage data to evaluate and improve business processes
• Experience managing/supervising a staff of 10+, including staff development, assigning work, evaluating performance, developing strategies to manage team workload to ensure quality and timely results
• Experience educating external customers about utility/company business processes or programs, including developing website content, representing the utility/company with groups of customers or the media or developing process documentation
• Experience with customer account portal usage preferably as project lead or heavy involvement in developing/managing customer account portal including system enhancements

Responsibilities

• 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.

Benefits

• generous leave
• work-life balance programs
• extensive benefits
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager