About This Position

Job Description:

Utility Account Analyst

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 Experience:
• Experience working in a utility credit department (electric, water, gas, telephone), including unclaimed property and refunds.
• Experience leading the work of others on a team including assigning tasks/projects, training/coaching/assisting staff, and monitoring task completion for timeliness, accuracy and effectiveness
• Experience developing, revising, and implementing processes and procedures
• Experience handling and resolving difficult conversations with customers
• Experience with a table-based billing system (i.e., Customer Care & Billing – CC&B)
• Intermediate to Advanced proficiency with Microsoft Excel

Notes to Candidate:

The Utility Account Analyst (UAA) is considered a Lead position within the Credit & Collections work group and is responsible for a range of activities for utility customers, including but not limited to:
• 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.
 

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