Utility Account Specialist

City of Austin•Austin, TX

2d•Hybrid

About The Position

This position is in Pre-Bill Exceptions and is responsible for review, analysis and correction of exceptions that prevent the utility bill from being generated. The Utility Account Specialist (UAS) reviews utility usage, determines average consumption, verifies rates, investigates potential mis-charges and adjusts customer accounts.

Requirements

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 maximum of four (4) years.

Nice To Haves

Experience and knowledge working with billing exceptions and/or billing corrections/adjustments in the CCB billing system.
Experience working with a table-based customer information system for a business or government entity in billing or accounting.
Experience in knowledge working with utility metered services such as electric, water or gas.
Experience working repetitive tasks throughout the workday, while prioritizing numerous task types and deadlines.
Experience working with complex work instructions and analyzing data and reviewing accounts holistically.

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.