Utility Services Specialist Senior - City of Austin Employees Only

Job Description:

Utility Services Specialist Senior - City of Austin Employees Only

Description

Minimum Qualifications
Education and/or Equivalent Experience:

• Graduation from an accredited high school or equivalent, plus four (4) years experience in customer/consumer service for utility/construction or related services

Licenses or Certifications:

• Texas Class C Drivers License.

Notes to Applicants
The Utility Services Specialist Senior serves in a senior role, working with dispatch staff, performing quality validations, and coordinating daily field work 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. 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.
• 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.

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.

Fair Labor Standards Act:

This position is classified as NON - EXEMPT .

Driving Requirement:

This position requires a Texas Class C Drivers License or the ability to acquire one by your hire date. External New Hires must meet the City of Austin’s Driver Record Evaluation ( DRE ) requisite . To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.
Pay Range
$27.41 - $33.30

Hours
Monday - Friday; 6:00 a.m. - 3:00 p.m.
This position is classified as essential. Please see Work Schedule section regarding essential personnel.
Job Close Date 02/06/2025 Type of Posting Reserved for City Employees Department Austin Energy Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Clerical Location 4411-B Meinardus Dr., Austin, TX Preferred Qualifications
Education and/or Equivalent Experience:

• Experience with CC&B Customer Care Billing System or similar billing system.
• Experience with electric meter installations for residential and commercial customers.
• Experience using a building permitting system.
• Experience with mobility workforce management or equivalent.
• Experience serving in a senior role in an electric utility providing technical leadership, training, and guidance to others.
• Experience supporting a field operation and processing service orders.

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. Assist 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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
The 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.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The Utility Service Specialist Senior Minimum Qualifications are : Graduation from an accredited high school or equivalent, plus four (4) years experience in customer/consumer service for utility/construction or related services. Do you meet these minimum qualifications?

• Yes
• No

* Are you currently an employee of the City of Austin?

• 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.

* This position requires a Valid Texas Class C Driver License. Do you have a Valid Texas Class C Driver License or if selected for this position, do you have the ability to acquire a Valid Texas Class C Driver License by your hire date?

• Yes
• No

* The City of Austin Driver Eligibility Standards require that internal hires meet the City’s Driver Record Evaluation (DRE) requisite. City of Austin employees that promote or transfer into driving required positions cannot have more than eight City Driver Points (CDP) within a period of thirty-six (36) months. Do you meet this requirement?

• Yes
• No

* This position is classified as an “essential” position. The candidate must be able to work during emergencies or bad weather if they are scheduled to work and, in some cases, when they are not scheduled. Shifts may change according to departmental needs. Are you able to meet these schedule requirements?

• Yes
• No

* Describe your experience with CC&B Customer Care Billing System or similar billing system. In which position(s) listed on your application did you gain this experience?
(Open Ended Question)
* Describe your experience with electric meter installations for residential and commercial customers.
(Open Ended Question)
* Describe your experience using a building permitting system.
(Open Ended Question)
* Describe your experience with Mobility Workforce Management or equivalent system.
(Open Ended Question)
* Describe your experience serving in a senior role in an electric utility providing technical leadership, training, and guidance to others.
(Open Ended Question)
* Describe your experience supporting a field operation and processing service orders.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents