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Utility Account Analyst

Austin, TX

Posting Title: Utility Account Analyst

Job Requisition Number: COA091848

Position Number: 118398

Job Type: Full-Time

Division Name: Retail Customer Service

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 or Certifications:


Notes to Applicants

Position Overview:

The Utility Account Analyst will monitor and respond to special billing concerns including escalated customer concerns, MyATXWater Customer Conversations, and AMI-related meter issues for residential, commercial, and wholesale customers. This position will be responsible for analyzing customer water data and determining the root cause of data discrepancies.

Working with Austin Water provides a number of benefits including medical, paid leave time, a great retirement plan, training opportunities and more! Click HERE for more information.

When completing the City of Austin employment application:

  • Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
  • A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job title and employment dates for all jobs you wish to be considered.
  • A resume is required but will not substitute for a complete employment application. Incomplete applications will not be considered. Please include contact information from previous employers.
  • A cover letter is also required. In the cover letter, candidates should describe in concise detail their interest in this position and highlight any prior experience that is relevant to this position.

If you are selected to interview:

Your skill level in some of the competency areas for this job – specifically Microsoft Excel (2016), Clerical Proofreading and Analytical Skills – will be assessed through skills testing with a required minimum passing score of 70%.

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 and proof of your professional licenses or certifications.
  • If you are in the military or a veteran, you will need to provide a copy of your DD-214 prior to confirming a start date.
  • A criminal background investigation is required.


If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Secondary Employment:

  • All Austin Water employees are prohibited from accepting or engaging in any secondary employment that might conflict or interfere with an employee’s duty and responsibility to the Department.
  • Austin Water must review all secondary employment.
  • Employees are required to submit a Secondary Employment Application for review and approval upon being hired with Austin Water, as well as current Austin Water employees considering secondary employment.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lot, garage or in any personal vehicle located on the premises.

  • Pay Range$28.04 – $34.34Hours8:00 a.m. – 5:00 p.m. Monday – Friday, with some flexibility.

Job Close Date: 06/13/2024

Type of Posting: External

Department: Austin Water Utility

Regular/Temporary: Regular

Grant Funded or Pooled Position: Not Applicable

Category: Professional

Location: Waller Creek Center, 625 E. 10th St. Austin, TX 78701

Preferred Qualifications

  • Demonstrated ability and experience in data analysis and reporting results
  • Experience utilizing customer contact and billing systems
  • Demonstrated knowledge of accounting/auditing and billing procedures and systems
  • Demonstrated ability to devise and present solutions to complex problems through highly analytical thinking and application of effective investigation, research, and analysis methods
  • Demonstrated skill responding to and resolving escalated issues and disputes, applying effective conflict resolution techniques
  • Demonstrated skill in oral and written communication which includes presentations, sensitive customer/client correspondence, reports and process documentation
  • Experience and skill in handling multiple tasks and prioritizing in a dynamic environment
  • Intermediate skill level in Microsoft Word and Excel
  • Ability to travel to more than one work location.

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.

  1. 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.
  2. Extracts data and presents facts to customers providing utility reports, as needed, for management of usage and cost.
  3. Researches and determines requirements for subdivision development, re-subdivision, and water and wastewater service extensions.
  4. Evaluates site/lot plans, criteria, etc. for a variety of projects, programs, and activities.
  5. Manages assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record.
  6. Presents arguments and reasoning as an advocate representing the utility in hearings, investigations, examinations, or other arenas where disputes are addressed.
  7. Develops, revises, and implements procedures and processes to facilitate the provision of services to customers.
  8. Recruits and serves as a point of contact for utility programs.
  9. Develops, implements, and delivers training in a variety of formats and venues.

Responsibilities- Supervision 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.

Criminal Background Investigation: This position has been approved for a Criminal Background Investigation.


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.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * The minimum qualifications for this position are 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. Do you meet these minimum qualifications?
  • Yes
  • No
  1. * How many years of professional experience do you have in data analysis and reporting results?
  • Less than one (1) year
  • One (1) to three (3) years
  • Three (3) to five (5) years
  • Five (5) or more years
  1. * Do you have experience in accounting/auditing and billing procedures and systems?
  • Yes
  • No
  1. * How many years of experience do you have in providing oral and written communication including sensitive customer/client correspondence, reports, presentations and process documentation?
  • Less than one (1) year
  • One (1) to three (3) years
  • Three (3) to five (5) years
  • Five (5) or more years
  1. * How many years of professional experience do you have devising and presenting solutions to complex problems using highly analytical thinking and application of effective investigation, research and analysis methods?
  • Less than one (1) year
  • One (1) to three (3) years
  • Three (3) to five (5) years
  • Five (5) or more years
  1. * Which of the following best describes your proficiency with Microsoft Office Suite, specifically with Word and Excel?
  • I do not have experience with Microsoft Office
  • Basic: create/edit simple documents, spreadsheet
  • Intermediate: create/edit a variety of documents & spreadsheets; reformat document features such as color, font style and size of text, change page size/width, & filter/sort data fields
  • Advanced: create/edit complex documents & spreadsheets; integrate features such as tables, charts, mathematic formulas, hyperlinks, graphics; data/mail merge, import data from one document to another
  1. * Which types of systems do you have experience with? Select all that apply.
  • Customer billing systems
  • Customer inquiry systems
  • Customer escalation systems
  • Customer application systems
  • Utility systems
  • None of the above
  1. * Do you have the ability to travel to multiple sites as part of the regular job duties?
  • Yes
  • No
  1. * 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.
  1. * Were you referred to this opportunity by an Austin Water employee? If yes, please provide the employee’s full name.
  2. (Open Ended Question)

Optional & Required Documents

Required Documents

  1. Cover Letter
  2. Resume

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