Management Analyst - Escalations Team

Management Analyst - Escalations Team

Salary

$54,503.00 - $102,298.00 Annually

Location

730 East Broad Street, VA

Job Type

Full-Time

Job Number

35M00000030

Department

Public Utilities

Opening Date

09/02/2026

Closing Date

9/16/2026 11:59 PM Eastern

• Description
• Benefits
• Questions

Are you Richmond R.E.A.D.Y? Respect. Equity. Accountability. Diversity…YOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent, fostering growth opportunities, and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice, we are thrilled about the below employee benefit enhancements:

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

Description

The anticipated hiring range is $54,503 - $82,210.

• THIS POSITION IS OPEN TO INTERNAL DPU EMPLOYEES ONLY*

The City of Richmonds Department of Public Utilities is seeking to fill multiple Management Analyst roles within their Escalations Team for the Customer Service Division (CSD). The Management Analyst is responsible for researching, resolving, and responding to routine, complex and escalated customer issues, gas and water utility disputes, and concerns in writing. The position thoroughly analyzes customer accounts and works with teams across the Customer Service Division to resolve issues or determine best resolution.

Duties include but are not limited to

• 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 within the organization.
• Comply with policies, processes, procedures, regulations, and performance standards.
• Provide data for reports and presentations such as open and closed cases, aged cases not resolved within established timeframe, case resolution, and audit status/resolution.
• 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, Special Certifications and Licenses

MINIMUM TRAINING AND EXPERIENCE:

• Bachelors degree in business/public administration or field related to assignment
• Two years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

PREFERRED QUALIFICATIONS:

• Bachelor's degree with concentration in English, Communications, Business, Public Relations, or related field or Associate's degree/High School diploma and equivalent experience.
• At least 2 consecutive years of customer service or account billing experience.
• At least 3 consecutive years business writing experience with 2 years of 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, and writing.
• Knowledgeable of Virginia Code and the Code of Ordinances for the City of Richmond

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

KNOWLEDGE, SKILLS, AND ABILITIES:

TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

• Excellent verbal and written communication skills with the ability to breakdown/communicate complex issues using easy to understand language.
• Qualitative and quantitative research skills.
• Analytical, critical thinking, and problem-solving skills.
• Attention to detail.
• Proficient in using Microsoft applications such as Word, Excel, PowerPoint, Outlook, and Teams.
• Ability to prioritize and manage time effectively.
• Ability to deal tactfully and courteously with others; verbally, in writing, and in person.
• Collaborates and engages others to obtain optimal outcomes.
• Exercises discretion and confidentiality.
• Ability to learn and apply regulations, standard procedures, and policies.

Americans with Disabilities Act Requirements

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment.

Physical Requirements and Working Environment: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; frequently reach and finger; and occasionally climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, walk, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

• Internal use: HR Generalist to review.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment, the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process, please contact Veronica Kenner, by email at HR-ADA@rva.gov.

This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation and training.

The City of Richmond Values Veterans. We are an official V3 Certified Company.

The City of Richmond is a proud partner with the US Army Partnership for Your Success PaYS Program.

With over 4,000 employees, the City of Richmond is an "Employer of Choice" among cities throughout the nation. The City strives to hire and retain employees who bring dedication and talent to the workforce. Offering a competitive, cost effective, and quality benefits package is one element of an "Employer of Choice".

The City offers a full range of benefit programs from initial hire through retirement. Please visit our Web site for details.

01

10-point compensable veteran. You must have an existing compensable service-connected disability of 10 percent or more. Other 10-point veteran include disabled veteran or a veteran who was awarded the Purple Heart for wound or injuries received in action, veterans widow or widower who has not remarried, wife or husband of a veteran who has a service-connected disability, widowed, divorced or separated mother of an ex-service son or daughter who died in action, or who is totally and permanently disabled. Do any of these apply?

• Yes
• No

02

5-point veterans must have been discharged under honorable conditions and had one of the following: Active duty in the Armed Forces of the United States, in a war, or during the period 4/28/52-7/1/55 or active duty for more than 180 consecutive days other than for training, any part of which occurred during the period beginning 2/1/55 and 10/14/76 or active duty during the Gulf War sometime between 8/2/90 - 1/2/92 or active duty in a campaign or expedition for which a campaign badge has been authorized or active duty for which more than 180 consecutive days other than for training, any part of which occurred during the period beginning 9/11/2001 and ending on the date prescribed by the Presidential proclamation or by the law as the last date of operation Iraqi Freedom. Do any of these apply?

• Yes
• No

03

Are you a current internal Department of Public Utilities employee?

• Yes
• No

04

What is your level of experience managing complex or high-visibility customer escalations?

• Less than Two years of experience
• Two to Four years of experience
• Five or more years of experience
• No escalations management experience

05

What best describes your experience preparing written responses for customer complaints?

• No experience preparing correspondence for leadership.
• Limited experience assisting with written responses or reports.
• Moderate experience drafting professional responses for leadership review.
• Extensive experience preparing correspondence or briefings for customers or senior management.

06

What is your level of experience assigning workloads within a team?

• No experience managing workflow.
• Limited experience assisting with task coordination.
• Moderate experience assigning work and monitoring progress for a team.
• Extensive experience managing workflow, prioritizing assignments and ensuring SLA compliance.

07

What is your level of experience resolving highly escalated or sensitive customer complaints?

• No experience resolving customer complaints.
• Limited experience assisting with complaint resolution.
• Moderate experience resolving customer complaints and disputes.
• Extensive experience managing high-risk or high-profile customer escalations.

08

How frequently have you coordinated with multiple departments to resolve operational or customer service issues?

• No experience coordinating with other departments.
• Limited experience communicating with other departments.
• Moderate experience collaborating with multiple teams to resolve issues.
• Extensive experience leading cross-department coordination on complex issues.

Required Question

Employer City of Richmond

Address 900 East Broad Street

Suite

Richmond, Virginia, 23219

Phone (804) 646-5660

804-646-5660

Website https://www.rva.gov/