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About the Role

Under general supervision, provides utility services, analysis of utility accounts, and ensures customer satisfaction. This is a Lead position within the Credit & Collections work group, responsible for a range of activities for utility customers, including assignment of daily work, proactive resolution of customer account issues via outbound calling, providing updates to supervisors, back-up support, cross-functional collaboration, and account reconciliation.

Responsibilities

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.
May lead others.
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.

Requirements

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.
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.
This position requires a criminal background investigation.
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.
This has been designated as an Essential Employee position.

Skills

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.
Intermediate to Advanced proficiency with Microsoft Excel.

Location

Austin

Work Type

Full-time
Onsite

Experience Level

4 years of experience
Lead position

Education Level

Bachelor's degree

Salary/Compensations

$65,390 - $81,740 annually

Benefits

Low-cost medical, dental, vision
Paid leave time
Highly competitive retirement plan
Career development opportunities

About the Company

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.
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.

Equal Opportunity

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.