Management Analyst - Escalations Team

Internal DPU employees only. Anticipated hiring range: $54,503 – $82,210.

About the role

The City of Richmond’s Department of Public Utilities is seeking multiple Management Analyst positions on the Escalations Team for the Customer Service Division (CSD). The Management Analyst researches, resolves, and responds to routine, complex, and escalated customer issues, including gas and water utility disputes, and prepares written communications. The role analyzes customer accounts and collaborates with division teams to determine and implement the best resolution.

Responsibilities

• Administer the dispute resolution process.
• Provide excellent customer service by responding in writing timely, accurately, and professionally to customer inquiries.
• Prepare correspondence for executive and senior‑level signatures.
• Communicate with customers using clear, concise, professional, and easy‑to‑understand language.
• Research and draft responses for escalated complaints, including those sent to executives.
• Comply with policies, processes, procedures, regulations, and performance standards.
• Provide data for reports and presentations such as open and closed cases, aged cases, case resolution, and audit status.
• Participate in meetings and training.
• Assist Research and Communications Associates when needed.
• Participate in process development and improvement initiatives.
• Contribute to or complete projects as assigned.
• Prepare ad‑hoc reports as needed.
• Perform or support other related assigned job duties.

Qualifications

Minimum Training and Experience: Bachelor’s degree in business, public administration, or a related field and two years of journey‑level professional experience in program/project management, management/policy/financial analysis, or an equivalent combination of education and experience.

Preferred Qualifications: Bachelor’s degree with a concentration in English, Communications, Business, Public Relations, or a related field (or Associate’s degree/High School diploma with equivalent experience); at least two consecutive years of customer service or account billing experience; at least three consecutive years of business writing experience with two years handling complex or escalated situations; experience interacting with and writing for executive/senior‑level staff or public officials; experience handling complex account adjustments; highly proficient in dispute resolution; bilingual in Spanish (speaking, reading, writing); knowledgeable of Virginia Code and the City of Richmond Code of Ordinances.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication; able to break down complex issues into easy‑to‑understand language.
• Qualitative and quantitative research skills.
• Analytical, critical‑thinking, and problem‑solving abilities.
• Strong attention to detail.
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams.
• Effective time‑management and prioritization.
• Professional, courteous interaction in person, verbally, and in writing.
• Collaboration and engagement to obtain optimal outcomes.
• Discretion and confidentiality.
• Ability to learn and apply regulations, standard procedures, and policies.

Benefits

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Pay

Anticipated hiring range: $54,503 – $82,210.

Reasonable accommodations are available for qualified individuals with disabilities; please contact HR‑ADA@rva.gov for assistance.