Under close supervision, provides utility services and review 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. Reviews utility usage, determines average consumption, verifies rates, investigates potential overcharges, and adjusts customer accounts. Initiates and processes billing and/or payment adjustments and account corrections in accordance with established procedures. Reconciles customer accounts. Places accounts on hold, assesses late fees and charges, and refers customers to other organizations. Reviews and recommends 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. Assists with all assigned utility projects from initiation to completion. Maintains, safeguards, and provides original documents of record. Assists with preparing presentations for successful arguments that represent the utility in hearings, investigations, examinations, or other arenas where disputes are addressed. Assists with developing, revising, and implementing procedures and processes to facilitate the provision of services to customers. Supports the department in development, maintenance, growth, and customer satisfaction. Performs customer outreach through various communication channels and serves as a point of contact for utility programs. Responsibilities - Supervisor and/or Leadership Exercised:None. 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 planning and organizing. Skill in handling multiple tasks and prioritizing. Ability to work with frequent interruptions and changes in priorities. 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, three (3) 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 Qualifications:Knowledge of the City of Austin or other municipality’s development and permitting process. Ability to adapt to change and learn new systems, processes, and procedures. Proven ability to collaborate effectively in a team-oriented environment. Experience responding to and resolving escalated issues and disputes, applying effective conflict resolution techniques. Experience interacting with customers to address their concerns, answer their questions and assist them with their needs. Experience and skill in handling multiple tasks and prioritizing in a dynamic environment