Utility Account Specialist

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 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
The Utility Account Specialist will provide back-office support to Revenue Measurement & Control. This position will be responsible for assigning cycle/routes to new meters, tracking/monitoring water meter vendor issues and electric and water meter investigations, tracking and reviewing data related to vendor and internal field support quality checks, assist with tracking performance of the remote service switch pilot project and Austin Water Smart Water Meter project, work cross-functionally as needed with the support of Supervisor, and daily validation/updates of premises to ensure accuracy of water and electric meter cycles.

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. Gaps in employment must include an explanation and dates of unemployment. 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.
• 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.

Assessments:

• Skills assessment may be used to determine selection for interview process after initial applicant review. Applicants will need to score above 70% on each assessment to move forward into the interview process.

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:

• This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations for the City of Austin.
• 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.
• Hybrid schedule will begin in January 2024, will be required to report to the office 3 days a week.

Pay Range
$26.26 - $31.45

Hours
Monday - Friday 7:00 a.m. - 4:00p.m.

• Work hours may include after hours. holidays, and weekends. Additional hours may be required to work outside of normal schedule

Job Close Date 11/20/2023
Type of Posting External
Department Austin Energy
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Professional
Location 1520 Rutherford Lane, Austin, TX 78754
Preferred Qualifications
Preferred Experience:

• Experience working with a table-based billing system such as CC&B, CIS or other table based customer system.
• Experience utilizing data analysis to resolve business related tasks and improve customer satisfaction
• Experience interfacing across work groups to participate in process improvements and achieve improved performance
• Experience utilizing Microsoft Office to include intermediate experience utilizing Microsoft Excel
• Experience reviewing, analyzing, and updating service agreements, premise characteristics, and meter reads on customer utility accounts
• Experience performing quality checks, validations and analysis.
• Experience with vendor contract management to include: oversight of vendor operations and quality control, integration of vendor services into utility business processes, and communicating performance updates to stakeholders
• Utility experience (electric, water, and/or gas)

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
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 (*).
* This position requires 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 these minimum qualifications?

• Yes
• No

* Describe your experience working with a table based billing system such as CC&B, CIS or other table based customer system. Include details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Describe your experience utilizing data analysis to resolve business related tasks and improve customer satisfaction. Include details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Describe your experience interfacing across work groups to participate in process improvements and achieve improved performance. Include details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Describe your professional experience performing quality checks, validations and analysis. Include details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Describe your experience reviewing, analyzing, and updating service agreements, premise characteristics, and meter reads on customer utility accounts. Include details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Describe your professional experience with vendor contract management to include: oversight of vendor operations and quality control, integration of vendor services into utility business processes, and communicating performance updates to stakeholders. Include details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Describe your utility (electric, water, and/or gas) experience. Include details such as job title/duties, work examples, dates, and employers. details such as job title/duties, work examples, dates, and employers.
(Open Ended Question)
* Which of the following best describes your experience with Microsoft Excel?

• No experience
• Beginner
• Intermediate
• Advanced

* 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