Utility Account Analyst - Austin Water

City of Austin•Austin, TX

19h•Hybrid

About The Position

Under general supervision, provides utility services, analysis of utility accounts, and ensures customer satisfaction. The Utility Account Analyst position is responsible for processing water and wastewater permit applications and facilitating the installation of all new water meters. This position also verifies current water and wastewater infrastructure and determines infrastructure requirements for new residential development. As this role is within Customer Experience, Utility Account Analysts are responsible for assisting Austin Water customers with various information requests via phone and email.

Requirements

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.
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.
Valid Texas Class C Driver License or the ability to acquire one by your hire date.
External New Hires must meet the City of Austin’s Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.
If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Nice To Haves

Ability to devise and present solutions to complex problems through highly analytical thinking and application of effective investigation, research and analysis methods
Experience responding to and resolving escalated issues and disputes, applying effective conflict resolution techniques
Experience in data analysis and reporting results
Experience skill in oral and written communication which includes presentations, sensitive customer/client correspondence, reports and process documentation
Experience and skill in handling multiple tasks and prioritizing in a dynamic environment
Intermediate skill level in Microsoft Word
Experience interacting with customers to address their concerns, answer their questions and assist them with their needs.
Demonstrated knowledge of accounting/auditing and billing procedures and systems

Responsibilities

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.
May lead others.