Utility Account Analyst

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor's degree from an accredited college or university with major coursework in a related field, plus four (4) 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 will be responsible for, but not limited to assisting management with the daily operations regarding complex billing adjustments, various task assignments, Todos, training and development, coordinating CCB Enhancements and billing projects, sales and use tax, quality reviews and working with other stakeholders and focus groups to create systems to improve processes.

Benefits:
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.

Employee may be required to work additional hours outside of regular work schedule.

Pay Range
$28.04 - $34.34

Hours
Monday thru Friday; 7:00 a.m. to 4:00 p.m. (Hybrid - flexible hours)
Shift may change according to departmental needs.

Work hours may include after hour, holidays and weekends.
Additional hours may be required to work outside of regular duties.

Job Close Date 12/01/2023
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
Preferred Experience:

• Experience leading and training others.
• Experience reviewing processes and checking for quality of work and process errors.
• Experience working in a high stress environment with frequent interruptions and changes in priorities.
• Experience coordinating projects and assigning tasks to other using systems, verbal, or written communications.
• Experience analyzing and resolving complex billing problems and process improvements.
• Experience and knowledge in billing working with metered and other utility services (electric, water, gas, solid wastes, etc.)
• Experience with CCB , eCis or table-based Customer Information Systems
• Experience with MS Suite, Excel, Word, Project Manager, Power Point and Microsoft Outlook.

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.

Researches utility usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution. Provides innovative and customized usage and billing solutions and recommendations. Extracts data and presents facts to customers providing utility reports, as needed, for management of usage and cost. Researches and determines 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. Manages assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record. Presents arguments and reasoning as an advocate representing the utility in hearings, investigations, examinations, or other arenas where disputes are addressed. Develops, revises, and implements procedures and processes to facilitate the provision of services to customers. Recruits and serves as a point of contact for utility programs. Develops, implements, and delivers training in a variety of formats and venues.

Responsibilities- Supervision and/or Leadership Exercised:

May lead others.

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 handling multiple tasks and prioritizing.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to lead others.
• 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
The 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 graduation from an accredited four (4) year college or university with major coursework in a related field, plus four (4) years experience providing customer service for a utility of other commercial/government organization. Experience may substitute for up to 4 years of education. Do you meet the minimum qualifications?

• Yes
• No

* Please describe in detail how you meet the minimum qualifications for this position.
(Open Ended Question)
* Describe your experience in a supervisory or lead capacity. Please include in your answer which position(s) on your application pertain to this experience. Also include the length of the assignment and how many people you lead or supervised.
(Open Ended Question)
* Describe your experience training other personnel either professionally and/or in a volunteer capacity. Please include in your answer which position(s) on your application pertain to this experience. Also include the length of the assignment/experience and how many people you trained.
(Open Ended Question)
* Describe your experience reviewing processes and checking for quality of work and process errors/improvements. Please include in your answer which position(s) on your application pertains to this experience.
(Open Ended Question)
* Please describe your experience and knowledge in billing working with metered and other utility services such as electric, water, gas, solid waste. Please include in your answer which position(s) on your application pertain to this experience.
(Open Ended Question)
* Explain how you stay organized in a job with multiple competing priorities.
(Open Ended Question)
* Please describe your experience tracking and assigning work tasks for a number of people with various skill sets. Please include in your answer which position(s) on your application pertain to this experience.
(Open Ended Question)
* Describe your experience with a table-based customer billing system such as Customer Care & Billing (CC&B). Please include the position(s) and dates listed on your application where you obtained this experience.
(Open Ended Question)
* Briefly describe your experience utilizing the following: MS Office Suite, Excel, Word, and Outlook.
(Open Ended Question)
* This position is classified as an "essential" position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?

• 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