Utility Account Specialist (Austin Water)

IMDiversity; Austin (TX); On-site; USD 39,000 - 50,000; Full time

Job summary

Austin Water is seeking a Utility Account Specialist at the Permitting and Development Center in Austin, TX. Under close supervision, you will review utility accounts, establish service points, and ensure customer satisfaction as quality service is delivered.

You will perform billing adjustments, verify rates, research overcharges, and coordinate with internal teams to support developer projects and customer programs while maintaining accurate records.

Qualifications

• Bachelor’s degree from an accredited college or university with major coursework in a related field
• three years of experience providing customer service for a utility or related organization; experience may substitute for education up to four years

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
• 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/wastewater service extensions
• Assists with developing, revising, and implementing procedures to facilitate the provision of services to customers

Job description

Utility Account Specialist (Austin Water)

locations

Permitting and Development Center (PDC)

time type

Full time

job requisition id

JR105052

About This Position

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.

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:

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.