UTILITY ACCOUNT ANALYST

Purpose:
Under general supervision, provides utility services, analysis of utility accounts, and ensures customer satisfaction.
Provides innovative and customized usage and billing solutions and recommendations.
Duties, Functions and Responsibilities:
1. Researches utility usage, determines average consumption, verifies and calculates rates, investigates high costs or
other anomalies for possible causes and resolution.
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 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 - Supervisor and/or Leadership Exercised:

May provide lead services by providing technical guidance and training other personnel in performance of job tasks.
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.
Ø Knowledge of the applicable principles, laws, rules, regulations and practices of utility service operations.
Ø Knowledge of preferred business practices.
Ø Skill in oral and written communication.
Ø Skill in using computers and related software applications.
Ø Skill in data analysis and problem solving.
Ø Skill in handling multiple tasks and prioritizing.
Ø Ability to work with frequent interruptions and changes in priorities.
Ø Ability to establish and maintain effective communication and working relationships with city employees and the
public.
Minimum Qualifications:
Ø Graduation from an accredited four-year college or university with major coursework in a related field, plus four (4)
years experience providing customer service for a utility or other commercial/government organization.
Ø Experience may substitute for education up to a maximum of four years.
Licenses and Certifications Required:
None

Account Analyst Job Description

1. Collects, analyzes, and reconciles sales or receivable balances for existing customer
base, identifying, validating, or collecting client or customer deductions, driving the
balance through to resolution. Compiles documents to prepare accounts for resolution.
2. Audits and analyzes documents to validate billing or sales history, identifies necessary
billing adjustments, and completes paperwork to support these changes. Initiates
telephone contact and maintains proper follow up with assigned customers, if necessary.
3. Identifies problem/credit risk customers and initiates timely escalation for possible legal
review.: Establishes and maintains positive interactions with internal departments to
resolve customer disputes in a timely manner.
4. Provides timely and accurate accounts receivable reporting for aging balances. Identifies
and initiates resolution of unapplied and misapplied cash.
5. Compiles, processes, and analyzes data related to the sales and marketing of products.
Establishes and maintains databases for promotions, price changes, cost changes, item
maintenance, and other information regarding sales and marketing activities. Analyzes
sales data to identify product movement activity.
6. Assists in providing timely and accurate reporting of revenue and subscriber or customer
information. Consolidates and analyzes all revenue and distributes accurate reporting to
assist in forecasting and budgeting.
7. Works with necessary personnel to assure attainment of organization objectives.
8. Requests and obtains required documentation to assist with analysis. Prepares required
reports, such as payment verification reports, needed back-up reports, top accounts
reports, reports of promises, and recommended adjustment reports.
9. Documents all activity. Reviews monthly projections, advises if obtainable, and provides
any issues with assigned clients or customers. Develops and maintains exceptional
business relationships with both external and internal customers.
10. Assures that payment verifications and all activity impacting month-end reports and
billing are processed timely and accurately. Conducts statistical analysis and applies
principles of accounting to analyze past and present financial operations and estimates
future revenues and expenditures.
11. Analyzes records of present and past operations, trends and costs, estimated and realized
revenues, administrative commitments, and obligations incurred. Advises management
regarding matters, such as effective use of resources and return on investments scenarios.
12. Identifies and develops added-value reports that would assist in developing solutions to
maximize revenue. May develop, install, and maintain accounting systems that provide
control of investments, receivables, and expenditures.
13. May take a leadership role on task forces and committees designed to improve business
processes.