Utility Account Specialist - Austin Energy

City of Austin; Austin (TX); Hybrid; USD 42,000 - 52,000; Full time

Job summary

The City of Austin is seeking an Education City of Austin example position in the Utility Credit & Collections area to review utility accounts, process billing adjustments, and reconcile accounts. The role emphasizes data analysis, customer outreach, and detailed recordkeeping.

Ideal candidates will have a Bachelor's degree and 3+ years of customer service experience in a utility context, with strong Excel skills and the ability to work in a hybrid on-site environment.

Qualifications

• Graduation with a Bachelor's degree from an accredited college or university, plus three years of experience providing customer service for a utility or related organization.
• Experience substitutable for education up to four years.

Responsibilities

• Review, initiate, and process credit balance refunds; Process deposits, waivers, and transfers; Research Unclaimed Property; Collect outstanding debt.
• Account reconciliation, heavy data analysis, and research analysis.
• Outreach to customers via phone, e-mail, etc. to discuss credit on accounts.

Skills

Customer service

Data analysis

Communication skills

Problem solving

Planning & organizing

Multitasking

Bilingual English/Spanish

Education

Bachelor's degree

Tools

Oracle CCB

Microsoft Excel

Job description

About This Position 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.

Responsibilities - Supervisor and/or Leadership Exercised: None

Knowledge, Skills, and Abilities

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 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

• Experience working in a Credit & Collections utility department (gas, water, electric, or telephony)
• Experience working in table-based billing system (i.e., Oracle's Customer Care & Billing System - CCB)
• Experience creating spreadsheets and utilizing functions within Microsoft Excel
• Experience processing Unclaimed Property and Refunds
• Experience reaching out to customers (phone, e-mail, etc.) to discuss items related to manager the credit on the account.
• Experience analyzing data to identify potential problems and trends
• Experience researching billing discrepancies and reconciling accounts
• Bilingual in English and Spanish.

Compensation Range

The annual hiring range for this position is $30.19-$37.44

Physical Location

4815 Mueller Blvd Austin, TX 78723

Notes to Candidate

The Utility Account Specialist position is within the Credit & Collections area and will be responsible for the following, but not limited to: Review, initiate, and process credit balance refunds; Process deposit waivers, assessments, and transfers; Research and process Unclaimed Property; Collect outstanding debt. Utilizes outbound calling skills to proactively contact customers for research needs. Other duties include account reconciliation, heavy data analysis, and research analysis skills. This position is considered remote/hybrid with the expectation to be on-site occasionally. Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more.

Schedule

M-F 40 hours, between 6:00am and 8:00 pm

Employment Application

Employment Application: The City of Austin employment application is an official document; incomplete applications will not be considered. The Employment Record should be complete with job titles, employment dates, job duties, functions, and responsibilities for each position held. Starting salary will be based on overall relevant experience from your application. Responses to the Supplemental Questions inquiring about experience should be reflected on application. Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications. Résumés will not be accepted and statements such as "see résumé" will not be accepted. You may use "N/A" for fields that are not applicable. Please note that Austin Energy may close the job posting at any time after 7 days from the date of the initial advertisement. Once the job posting has closed, applications cannot be changed. 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 identified as a top candidate and are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date. This position requires a criminal background investigation. Good Standing Employees Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and all of the preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

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EEO Statement for City of Austin

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk. City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call [phone] or Texas Relay by dialing 7-1-1.