Utility Account Specialist (Austin Water)

Utility Account Specialist

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 upwe'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:

Purpose:

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

Duties, Functions and 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.

Knowledge, Skills, and Abilities:

• 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.

Minimum Qualifications:

• 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.

Licenses and Certifications Required:

• None.

Preferred Qualifications:

• 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.

Notes to Candidate:

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.

Pay Range: $28.76 - $35.59 per hour

Position(s) will be filled at the following location: Permitting and Development Center (PDC) 6310 Wilhelmina Delco Dr, Austin, TX 78752

Days and Hours: Monday - Friday, 8:00 AM - 4:30 PM, with some flexibility and some telework options.

Benefits: Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more.

When completing the City of Austin employment application:

• A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position.
• Provide each job title and accurate employment dates for all jobs included on the application.
• Your work history should include the duties you performed, any supervisory or lead responsibilities, and any equipment and computer software used.
• The City of Austin employment application is an official document; incomplete applications will not be considered.
• A rsum is required but will not substitute for a complete employment application. Incomplete applications will not be considered.
• A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.

If you are selected to interview:

• Your skills and competencies for this job will be assessed prior to being invited to interview. A 70% or above on all the assessments is required to be considered for the next step.

If you are selected as a top candidate:

• Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.
• If you are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
• A criminal background investigation is required

Critical Employee:

• This position has been designated as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.

Secondary Employment:

• All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee's duty and responsibility to the Department.
• Austin Water will review all secondary employment.
• Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.

90-day Provision:

This posting may be used to fill additional vacancies that occur within the department.

All Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite including construction sites, parking lots, garages or in any personal vehicle located on the premises.

Applicants are encouraged to apply immediately. Please note that the Department may close the job posting at any time after 7 days.

Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Join The City Of Austin Team

At the City of Austin, we are more than just an employerwe 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