Utility Services Specialist Senior - Austin Energy

City of Austin

1d•Onsite

About The Position

Under general supervision, this position collaborates closely with supervisory and lead staff to assure sustained focus on providing quality service to customers.

Requirements

Knowledge of City practice, policy, and procedures.
Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
Knowledge utility billing procedures, fee schedules, or rate structures.
Knowledge of general construction practices.
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.
Skill in planning and organizing.
Skill in handling conflict and uncertain situations.
Skill in interpreting blueprints plans and maps.
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.
Graduation from an accredited high school or equivalent, plus four (4) years' experience in customer/consumer service for utility/construction or related services.
Texas Class C Driver License.

Nice To Haves

Experience serving in a Lead dispatch role in a water, gas, or electric utility including providing technical leadership, training, and guidance to others
Experience with Oracle's Mobile Workforce Management or equivalent
Experience using a building permitting system
Experience supporting a field operation including processing service orders, forecasting and workforce management
Experience with residential and commercial electric meter installations
Skill in verbal and written communication to effectively translate business and technical requirements to non-technical internal and external customers
Database experience and the ability to collect data in a variety of formats to perform data analysis and quality checks
Intermediate proficiency with Microsoft Word, Excel, and Outlook
Experience working with a table-based customer billing system such as Customer Care & Billing (CC&B)

Responsibilities

Communicates, mediates, and negotiates with customers to resolve complex meter/customer service issues and initiates the resolution of issues.
Provides information to citizens, external and internal customers, regarding organization, services operations, laws, policies and procedures.
Assists in policy/procedure development and implementation processes.
Extracts data from various databases containing historical data, utility installations, and inventory monitoring and produces statistical reports and detailed analysis of utility services.
Coordinates utility requirements for internal and external customers, determines proper equipment necessary to meet the customers utility demand.
Evaluates metering data, determining specialized needs, and assigns appropriate classification.
Resolves customer inquiries related to establishing utility services, billing processes and procedures, costs and service rates, service regulations, and availability of services.
Schedules and coordinates the deployment of field personnel delivering utility services and ensures proper maintenance of utility equipment.
Researches and determines fiscal requirements in connection with subdivision development, re-subdivision and commercial utility service extensions.
Researches and investigates utility billing records and various technical utility service records to assess fees and charges from tampering, equipment failures, and billing errors.