Utility Account Specialist; Austin Water

Utility Account Specialist (Austin Water)

locations

Permitting and Development Center (PDC)

time type

Full time

job requisition

JR105052

For over 100 years, Austin Water has been committed to providing safe, reliable, high-quality, and affordable water services to our customers. Today, we serve over 1,000,000 people in the Austin metropolitan area, across more than 548 square miles. As one of the fastest-growing cities in the country, we’re not just keeping up—we’re leading the way with sustainable infrastructure, advanced treatment technology, and environmental innovation.

Austin Water consistently ranks among the best in the country when it comes to water quality. We also treat, return, and recycle wastewater in ways that protect environmental resources. Austin Water exceeds federal and state requirements for clean water and environmental compliance at our water and wastewater treatment plants.

Utility Account Specialist

Under close supervision, provides utility services and review of utility accounts, and ensures customer satisfaction.

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.

None.

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.

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…