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City of Austin - JOB DESCRIPTION

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Utility Services Specialist Senior
FLSA: Standard/Non-Exempt EEO Category: (50) Para-Prof
Class Code: 18940 Salary Grade: GC8
Approved: Last Revised: September 11, 2017

Purpose:
  Under general supervision, 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.
1. Communicates, mediates, and negotiates with customers to resolve complex meter/customer service issues and initiates the resolution of issues.
2. Provides information to citizens, external and internal customers, regarding organization, services operations, laws, policies and procedures.
3. Assist in policy/procedure development and implementation processes.
4. Extracts data from various databases containing historical data, utility installations, and inventory monitoring and produces statistical reports and detailed analysis of utility services.
5. Coordinates utility requirements for internal and external customers, determines proper equipment necessary to meet the customers utility demand.
6. Evaluates metering data, determining specialized needs, and assigns appropriate classification.
7. Resolves customer inquiries related to establishing utility services, billing processes and procedures, costs and service rates, service regulations, and availability of services.
8. Schedules and coordinates the deployment of field personnel delivering utility services, and ensures proper maintenance of utility equipment.
9. Researches and determines fiscal requirements in connection with subdivision development, re-subdivision and commercial utility service extensions.
10. 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 Drivers License.

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of duties and responsibilities shall not be held to exclude other duties not mentioned that are of similar kind or level of difficulty.