Job Description

About This Position

Utility Account Analyst

Purpose:

Under general supervision, provides utility services, analysis 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.

• 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 - Supervisor 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.

Minimum Qualifications:

• 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 and Certifications Required:

None.

Preferred Experience:
• Experience working in a utility credit department (electric, water, gas, telephone), including unclaimed property and refunds.
• Experience leading the work of others on a team including assigning tasks/projects, training/coaching/assisting staff, and monitoring task completion for timeliness, accuracy and effectiveness
• Experience developing, revising, and implementing processes and procedures
• Experience handling and resolving difficult conversations with customers
• Experience with a table-based billing system (i.e., Customer Care & Billing – CC&B)
• Intermediate to Advanced proficiency with Microsoft Excel

Notes to Candidate:

The Utility Account Analyst (UAA) is considered a Lead position within the Credit & Collections work group and is responsible for a range of activities for utility customers, including but not limited to:
• Responsible for the assignment of daily work to staff members
• Utilizes outbound calling skills, including tone and empathy, to proactively resolve customer account issues.
• Responsible for providing regular updates to the Credit & Collections Supervisors and Manager around regular work of the team and special projects
• Will work closely with other credit & collections staff and leadership to provide back-up support where necessary
• Will work cross-functionally with other stakeholders as well as work closely with collections agency vendors and contract agreements
• Maintaining effective decision making in a high-volume, high-stress environment
• Other duties include account reconciliation, heavy data and research analysis.

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. Please click HERE for more information.

Pay Range: $65,390 - $81,740 annually

Schedule: 6:00AM - 2:30PM

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.

Essential:

This has been designated as an Essential Employee position. In the event of a City-designated emergency, Essential Employees provide services that impact the public health, safety, utility services, and welfare of members of the Austin community and other employees and ensure the continuity of essential operations. In such an emergency, Essential Employees may be called back in, may be required to modify their schedule, may be assigned to a City-designated work site, or may be retained on site to assist with operations and recovery.

Important Note to Applicants:
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 employer—we 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 – Empathy, Ethics, Excellence, Engagement, and Equity – that anchor our delivery of services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference Join a team driving meaningful change in one of the fastest-growing cities in the nation.

• Value and Innovation Work in an environment where employees are valued, and innovation thrives.

• Competitive Benefits Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.

• Retirement Security Plan for the future with the City of Austin Employees' Retirement System.

• Sustainable Transportation Options Commute easily with access to public transit and bike-friendly infrastructure.

• Focus on Wellness Stay healthy through wellness programs, on-site fitness centers, and mental health support.

• Career Growth Advance your skills and expertise with professional development and leadership opportunities.

• Modern Workspaces Work in innovative and sustainable environments that foster collaboration and inspiration.

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

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 (512) 974-3210 or Texas Relay by dialing 7-1-1.