Utility Account Specialist - Austin Water

City of Austin

1d•$27 - $32

About The Position

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference: Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation : Work in an environment where employees are valued and innovation thrives. Competitive Benefits: Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security: Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options: Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness: Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth: Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces: Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. ABOUT AUSTIN WATER: 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. Job Description: Utility Account Specialist Purpose: Under close supervision, provides utility services and review of utility accounts, and ensures customer satisfaction. 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. Position Overview: The Utility Account Specialist is responsible for processing new residential water and wastewater permit applications, including establishing service points and setting up service agreements in accordance with operational requirements. This role administers and manages the Austin Water Plumber Program, ensuring compliance with applicable procedures and standards. The position focuses on accurate, efficient account setup and coordination with internal teams.

Requirements

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.
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.

Nice To Haves

Knowledge of the City of Austin or other municipality’s development and permitting process
Ability to adapt to change and learn new systems, processes, and procedures
Proven ability to collaborate effectively in a team-oriented environment
Experience responding to and resolving escalated issues and disputes, applying effective conflict resolution techniques
Experience interacting with customers to address their concerns, answer their questions and assist them with their needs.
Experience and skill in handling multiple tasks and prioritizing in a dynamic environment

Responsibilities

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.