Utility Account Analyst

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus four (4) 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 or Certifications:

• None.

Notes to Applicants
Position Overview

The Utility Account Analyst position is responsible for processing new water and wastewater tap applications, water service verification forms, setting up residential and commercial water and wastewater service points and assisting customers with various information requests via phone and email.

Working with Austin Water provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, training opportunities and more. Please click HERE for more information.

When completing a City of Austin employment application:

• Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
• 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. Be sure to provide job titles and employment dates for all jobs you wish to be considered.
• A resume is required, but will not substitute for a complete employment application. Please include contact information from previous employers.

If you are selected to interview: Your skill level in some of the competency areas for this job will be assessed through computer-based skills testing.

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 and proof of your professional licenses or certifications.
• 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.
• This position requires a criminal background investigation.

Travel:

If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program , you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Effective October 1, 2014, 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.
Pay Range
$28.29 - $34.80

Hours
7:45 a.m. - 4:45 p.m., with some flexibility and some telework options.
Job Close Date 10/08/2024 Type of Posting External Department Austin Water Utility Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location 6310 Wilhelmina Delco Dr., Austin, Texas 78752 Preferred Qualifications
Preferred Experience:

• Demonstrated knowledge of accounting/auditing and billing procedures and systems
• Ability to devise and present solutions to complex problems through highly analytical thinking and application of effective investigation, research and analysis methods
• Experience responding to and resolving escalated issues and disputes, applying effective conflict resolution techniques
• Experience in data analysis and reporting results
• Experience skill in oral and written communication which includes presentations, sensitive customer/client correspondence, reports and process documentation
• Experience and skill in handling multiple tasks and prioritizing in a dynamic environment
• Intermediate skill level in Microsoft Word
• Experience interacting with customers to address their concerns, answer their questions and assist them with their needs.
• Ability to travel to more than one work location

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.


Researches utility usage, determines average consumption, verifies and calculates rates, and investigates high costs or other anomalies for possible causes and resolution. Provides innovative and customized usage and billing solutions and recommendations. Extracts data and presents facts to customers providing utility reports, as needed, for management of usage and cost. Researches and determines 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. Manages assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record. Presents arguments and reasoning as an advocate representing the utility in hearings, investigations, examinations, or other arenas where disputes are addressed. Develops, revises, and implements procedures and processes to facilitate the provision of services to customers. Recruits and serves as a point of contact for utility programs. Develops, implements, and delivers training in a variety of formats and venues.

Responsibilities- Supervision and/or Leadership Exercised:

• May lead others.

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 handling multiple tasks and prioritizing.
• 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
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 (512) 974-3210 or Texas Relay by dialing 7-1-1.

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.
Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* This position requires Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a related field, plus four (4) 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. Do you meet the minimum qualifications for this position?

• Yes
• No

* How many years of experience do you have reviewing construction plans and standards to ensure building code requirements are followed? None

• 1 - 3 years
• 3 - 5 years
• 5 - 7 years
• 7+ years
• None

* How many years of professional experience do you have resolving escalated customer/client disputes, such as account or billing issues?

• Less than one (1) year
• One (1) to three (3) years
• Three (3) to five (5) years
• Five (5) or more years

* Which of the following best describes your level of proficiency with Microsoft Word?

• No experience
• Basic: skill level includes creating/editing/saving files, applying text formatting, using templates, using spell check, inserting date/time
• Intermediate: skill level includes formatting pages/sections, margins, tabs, outlines and headers/footers, inserting text boxes, tables and graphs, tracking changes, inserting hyperlinks, protecting documents
• Advanced: skill level includes using mail merge, creating forms, footnotes and headers, superscripts/subscripts, creating index/concordance, line drawings and macros, importing/exporting files

* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* This position requires a criminal background investigation (CBI). By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful CBI to be hired.

• I acknowledge and understand this position requires a Criminal Background Investigation.

* Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name.
(Open Ended Question)


Optional & Required Documents

Required Documents Resume Optional Documents

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