Job description
Position Information
Posting Title
Utility Account Specialist
Job Requisition Number
AE502981
Position Number
109337
Job Type
Full-Time
Division Name
Customer Account Management
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.
Notes to Applicants
Purpose: Ensures proper account set up and resolution of detailed customer issues, reviews utility usage, determines average consumption, investigates potential overcharges, investigates for actively billing accounts, and actively tries to collect on outstanding debt. Initiate and process balance transfers, referrals to collection agencies, and process and monitor accounts through the collections and write off process. Utilizes outbound calling skills, including tone and empathy, to proactively collect on outstanding debt. Ability to establish and maintain good working relationships with other City departments and the public. 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.
Employment Application:
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.
Employment Application:
- The City of Austin employment application is an official document; incomplete applications will not be considered.
- Please be sure to detail on the application all current and previous employment that you wish to be considered as part of your qualifications.
- 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..
- Resumes will not be accepted and statements such as “see resume” 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.
Assessments:
- Your skill level in some of the competency areas for this job may be assessed through 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..
- 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.
Work Schedule:
- This position is categorized as Essential Personnel with the City of Austin. Essential staff are required to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Essential employees ensure the continuance of key operations for the City of Austin.
- Work hours may include after hours, holidays, and weekends.
- Shifts may change according to departmental needs.
- Employee may be required to work additional hours outside of regular work schedule.
Pay Range
$26.10 – $31.29
Hours
This is a remote position with an occasional need to report to the office
Monday – Friday; 7:00 a.m. – 4:00 p.m.
Additional hours may be required, when necessary
Monday – Friday; 7:00 a.m. – 4:00 p.m.
Additional hours may be required, when necessary
Job Close Date
12/28/2022
Type of Posting
External
Department
Austin Energy
Regular/Temporary
Regular
Grant Funded or Pooled Position
Not Applicable
Category
Clerical
Location
4815 Mueller Blvd, Austin TX 78723 (remote)
Preferred Qualifications
- Experience working in an electric, water, gas, cable, or telephone collections department
- Experience collecting and managing account receivables
- Experience working in table-based billing system (i.e., Oracle’s Customer Care & Billing System – CC&B)
- Experience placing outbound collections calls
- Experience creating spreadsheets and utilizing functions within Microsoft Excel
- Experience handling difficult conversations with customers
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 adjustments and account corrections in accordance with established procedures. 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.
- Recruits customers 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.
Criminal Background Investigation
This position has been approved for a Criminal Background Investigation.
EEO/ADA
City of Austin is committed to compliance with the American 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 TTY (512) 974-2445.
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