Utility Services Specialist Senior

About This Position

Under general supervision, this position collaborates closely with supervisory and lead staff to assure sustained focus on providing quality service to customers.

Job Description:

Purpose:

Under general supervision, this position collaborates closely with supervisory and lead staff to assure sustained focus on providing quality service to 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.

• Communicates, mediates, and negotiates with customers to resolve complex meter/customer service issues and initiates the resolution of issues.
• Provides information to citizens, external and internal customers, regarding organization, services operations, laws, policies and procedures.
• Assists in policy/procedure development and implementation processes.
• Extracts data from various databases containing historical data, utility installations, and inventory monitoring and produces statistical reports and detailed analysis of utility services.
• Coordinates utility requirements for internal and external customers, determines proper equipment necessary to meet the customers utility demand.
• Evaluates metering data, determining specialized needs, and assigns appropriate classification.
• Resolves customer inquiries related to establishing utility services, billing processes and procedures, costs and service rates, service regulations, and availability of services.
• Schedules and coordinates the deployment of field personnel delivering utility services and ensures proper maintenance of utility equipment.
• Researches and determines fiscal requirements in connection with subdivision development, re-subdivision and commercial utility service extensions.
• Researches and investigates utility billing records and various technical utility service records to assess fees and charges from tampering, equipment failures, and billing errors.

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 City practice, policy, and procedures.
• Knowledge of the applicable principles, laws, rules, regulations, and practices of utility service operations.
• Knowledge utility billing procedures, fee schedules, or rate structures.
• Knowledge of general construction practices.
• 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.
• Skill in planning and organizing.
• Skill in handling conflict and uncertain situations.
• Skill in interpreting blueprints plans and maps.
• 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 from an accredited high school or equivalent, plus four (4) years' experience in customer/consumer service for utility/construction or related services.

Licenses and Certifications Required:

Texas Class C Driver License.

Preferred Qualifications:

• Experience serving in a Lead dispatch role in a water, gas, or electric utility including providing technical leadership, training, and guidance to others
• Experience with Oracle's Mobile Workforce Management or equivalent
• Experience using a building permitting system
• Experience supporting a field operation including processing service orders, forecasting and workforce management
• Experience with residential and commercial electric meter installations
• Skill in verbal and written communication to effectively translate business and technical requirements to non-technical internal and external customers
• Database experience and the ability to collect data in a variety of formats to perform data analysis and quality checks
• Intermediate proficiency with Microsoft Word, Excel, and Outlook
• Experience working with a table-based customer billing system such as Customer Care & Billing (CC&B)

Notes to Candidate:

As part of the Distribution Field Services team, the Utility Services Specialist Senior serves in a lead role, works with dispatch staff, performs quality validations, and coordinates daily fieldwork to meet customer and stakeholder needs. The ideal candidate possesses strong time management, analytical and communication skills. The candidate can also work cross-functionally to provide internal and external customer support and drive process improvements.

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.

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.
• 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 employees must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

Assessment:

Your skill level in some of the competency areas for this job may be assessed through skills testing.

Pay Range: Commensurate

Location/Hours: 4411 B Meinardus Drive, Austin, Texas

Monday-Friday, 6:00 a.m. to 3:00 p.m.

Work hours may include after hours, holidays, and weekends. Shifts may change according to departmental needs.

Work Schedule:

This position is designated as Essential Personnel with the City of Austin and may be required to work during emergencies, severe weather, or other operational needs, including when not regularly scheduled.

• Work hours may include evenings, weekends, holidays, on-call assignments, call back, and additional hours outside the regular schedule.
• Shifts may change based on departmental or business needs.
• This position is eligible for on-call and call back pay, as applicable.
• Employees are required to follow all applicable City policies, procedures, and work rules related to on-call and call back assignments.

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.

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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.

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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.