Utility Account Analyst

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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 - anchors in delivering 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.

About Us!

Austin Transportation and Public Works (ATPW) is a highly reliable organization that builds and maintains infrastructure for our community. Our vision is for Austin to be the model for safe, reliable, and sustainable transportation. We value safety, unity, reliability, accountability, integrity, community, and employee fulfillment.

Job Description:

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 Qualifications :

• Experience providing customer service for a utility or another commercial/government organization.
  
• Experience using computers and related software (Excel).
  
• Experience utilizing automated utility billing systems.
  
• Experience making recommendations to facilitate the provision of services to customers.
  
• Experience leading projects.
  
• Experience communicating (both written and verbally) with staff employees and the public.
  
• The ability to travel to more than one work location.
  

Notes to Candidate:

This position will support Austin Transportation and Public Works in the Financial Services Division. The person in this role will research and extract data from the City Customer Billing System to determine requirements for the Transportation User Fee (TUF) billing; evaluate site/lot plans and criteria; and provide customer service for citizens on related billing questions.

Pay Rate: $60,030 - $74,140

Location: 5202 E. Ben White Blvd, Austin, TX 78741

Hours: Monday - Friday 8:00am to 5:00pm.

Hours may vary depending on departmental needs and initiatives.

Watch for the video linked below to learn more about Austin Transportation and Public Works and its role in the region's mobility landscape. Inside ATPW: Click here to watch the video.

Working for the City of Austin 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. For more information on City of Austin Benefits click here!

This position will require a background check.

Essential Employee: This position is considered an “Essential” role and is essential to the operations of the City based on the preparation, response, and recovery phase of extraordinary situations or emergency conditions. As an employee that has been designated as “Essential” the expectation will be to work at a designated work site during declared extraordinary situations or emergency conditions to serve the community. Essential Employees during emergencies play a role in ensuring the public health, safety, and welfare of our community and ensuring City operations continue.

A Cover Letter and Resume are required for this position. Please be sure to upload these documents for consideration

READ THIS STATEMENT regarding your Application :

A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Please list your complete employment history (to include all job duties, responsibilities, and employment dates) on your online application. The application is an official document; incomplete applications will not be considered (e.g., "see resume" or "see LinkedIn Profile"). Resumes will not be used to qualify for the position and will not be used to recommend salary.

We also recommend 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.

Close Job Posting: Department may close the job posting at any time after 7 days.

Please be aware the Posting End 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.

90-Day Provision for Additional Vacancy: This posting may be used to fill other vacancies in other sections within the Division. Decisions on assigned section will be made at the time of hire based on business needs.

Office Location Notes: Office location is subject to change based on department needs and programs.

PLEASE NOTE: Austin Transportation and Public Works positions are not at 100% remote operation.

Video Conferencing Software Technology: Austin Transportation and Public Works uses the communication platform, Microsoft Teams, to conduct virtual interviews.

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.

Closing Date/Time: 2025-12-11

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• City of Austin

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