Utility Account Specialist

Job Description:

Utility Account Specialist

Description

Minimum Qualifications

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field.
• plus three (3) years of experience providing customer service for a utility or another commercial/government organization, or other experience related to the job.
• Experience may substitute for education up to a maximum of four (4) years.

Licenses or Certifications:

None
Notes to Applicants
This position primary responsibilities includes determining customers usage and consumption, reviewing billing exceptions, verifying rates, researching and investigating potential overcharges, and adjusting customer account information for utility billing.

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information.

Employment Application:

The City of Austin employment application is an official document; incomplete applications will not be considered.

• Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
• The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application.
• Résumés will not be accepted and statements such as “see résumé” will not be accepted. You may use “N/A” for fields that are not applicable.
• Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED , undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• This position requires a criminal background investigation.

Work Schedule:

• Work hours may include after hours, holidays, and weekends.

Shifts may change according to departmental needs.
Pay Range
$26.61 - $31.87

Hours
Monday-Friday: 7:00 a.m. - 4:00 p.m.
Job Close Date 01/30/2025 Type of Posting External Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 4815 Mueller Blvd, Austin, Texas 78723 Preferred Qualifications

• Experience and knowledge working with billing exceptions and/or billing corrections/adjustments in the CCB billing system.
• Experience working with a table-based customer information system for a business or government entity in billing or accounting
• Experience in knowledge working with utility metered services such as electric, water or gas
• Experience working repetitive tasks throughout the workday, while prioritizing numerous task types and deadlines.
• Experience working with complex work instructions and analyzing data and reviewing accounts holistically.

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

Reviews utility usage, determines average consumption, verifies rates, investigates potential overcharges, and adjusts customer accounts. Initiates and processes billing and/or payment adjustments and account corrections in accordance with established procedures. Reconciles customer accounts. Places accounts on hold, assesses late fees and charges, and refers customers to other organizations. Reviews and recommends requirements for subdivision development, re-subdivision, and water and wastewater service extensions. Evaluates site/lot plans, criteria, etc. for a variety of projects, programs, and activities. Assists with all assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record. Assists with preparing presentations for successful arguments that represent the utility in hearings, investigations, examinations, or other arenas where disputes are addressed. Assists with developing, revising, and implementing procedures and processes to facilitate the provision of services to customers. Supports the department in development, maintenance, growth, and customer satisfaction. Performs customer outreach through various communication channels and serves as a point of contact for utility programs.

Responsibilities- Supervision and/or Leadership Exercised:

None
Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
• Knowledge of City practice, policy, and procedures.
• Skill in oral and written communication.
• Skill in using computers and related software.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Skill in handling multiple tasks and prioritizing.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain good working relationships with City employees and the public.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for this position are a graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus three (3) years of experience providing customer service for a utility or another commercial/government organization, or other experience related to the job. Experience may substitute for education up to a maximum of four (4) years. Do you meet the minimum qualifications?

• Yes
• No

* Describe your experience and knowledge working with billing exceptions and/or billing corrections/adjustments in the CCB billing system.
(Open Ended Question)
* Describe your experience in knowledge working with utility metered services such as electric, water or gas. Please include position(s) and dates listed on your application where you obtained your experience.
(Open Ended Question)
* Describe your experience working repetitive tasks throughout the workday, while prioritizing numerous task types and deadlines.
(Open Ended Question)
* Describe your ability or experience working with complex work instructions and analyzing data and reviewing accounts holistically.
(Open Ended Question)
* Describe your experience working with teams or cross-functional work-groups.
(Open Ended Question)
* This position is categorized as an Essential Personnel position. Essential Personnel are required to come to work during emergencies and/or bad weather if they are scheduled to work and in some cases when they are not scheduled. Can you work this schedule as required?

• Yes
• No

* This position requires a criminal background check. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Check.

Optional & Required Documents

Required Documents Optional Documents