BTU-Electric Utility Customer Care Specialist (Bilingual)

City of Bryan, TX•Bryan, TX

58d•$17 - $18•Onsite

About The Position

The Customer Care Specialist represents Bryan Texas Utilities (BTU) in its relations with customers by explaining rate structures, setting up or making changes to accounts, performing billing procedures, and confidently answering customer billing questions or concerns.

Requirements

High School Diploma or GED; some additional training and/or course work in business, public or office administration is a plus.
At least two (2) years of work experience in a banking, accounting/billing, clerical, retail, and/or call-center environment.
Equivalent combinations of education, experience, certification, and training may be considered.
Knowledge of: Techniques for cash handling and reconciliation.
Knowledge of: Proper customer service and telephone etiquette.
Knowledge of: Modern office procedures, methods, and equipment including computers and associated equipment.
Knowledge of: Principles and procedures of record keeping.
Ability to: Work independently and efficiently follow established practices and procedures.
Ability to: Learn department functions thoroughly in order to provide general information and explain detailed department processes and procedures.
Ability to: Prioritize multiple tasks, projects, and demands, and meet established deadlines.
Ability to: Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
Ability to: Handle a diverse set of customer inquiries politely and professionally.
Ability to: Calculate bills using multiple rate structures; transact and balance cash drawers.
Ability to: Maintain important records efficiently and accurately.
Ability to: Perform mathematical calculations quickly and accurately.
Ability to: Research information and data and prepare reports.
Ability to: Write letters, memos, and documents clearly and concisely.
Ability to: Maintain a high level of integrity and discretion in handling confidential information.
Ability to: Demonstrate good judgment and a professional demeanor at all times.
Ability to: Take the initiative to learn individual job tasks and continue to broaden knowledge levels by willingly accepting new responsibilities and attending training to advance skills.
Ability to: Demonstrate satisfactory work performance and willingness to improve methods of work accomplishments.
Ability to: Demonstrate regular, reliable, and punctual attendance and utilize leave responsibly to ensure sufficient coverage of departmental operations.
Ability to: Abide by City and department administrative directives, policies, and procedures.
Ability to: Provide management with sound, positive advice, and information concerning the incumbent's area of responsibility.
Ability to: Establish and maintain cooperative working relationships with those contacted in the course of work and communicate effectively with the public and other required entities.
Skills: Advanced skills in operating office equipment and machinery.
Skills: Strong verbal and written communication skills.
Skills: Strong customer service skills, with the ability to remain calm in sometimes stressful situations.
Must possess fluent verbal and written bilingual skills (English/Spanish).

Nice To Haves

Bilingual skills (Spanish/English) are a plus.
High School Diploma or GED; some additional training and/or course work in business, public or office administration is a plus.

Responsibilities

Receives, reviews, and processes applications for utility services.
Assists customers in person, by phone, or by email regarding utility account information, policies, procedures, fees, and other service-related inquiries.
Receives, processes, and completes customer requests for service activity including connects, disconnects, transfers, and repairs/re-reads/testing of water and electric meters. Prepares, processes, and monitors related work orders.
Processes cash, check, and credit card payments for utility payments, allocates payments to correct accounts, issues customer receipts, reconciles and balances cash drawer, and prepares bank deposits.
Assists customers with bill adjustments or payment arrangements within established policies.
Enters and maintains current customer account information including addresses, phone numbers, account status, and other pertinent customer information.
Performs a variety of general clerical duties including data entry, filing, copying, scanning, faxing, and entering and retrieving data using a computer.
Assists the public by answering inquiries about department policies, procedures, and programs related to utility billing and collection procedures.
Handles initial complaints from customers; routes the customer to the appropriate person if additional action is necessary.
Sets-up commercial accounts; investigates letters of credit and problem accounts, as needed.
Serves as a reference in interpreting and computing utility rates.
Assumes personal responsibility for professional development and ongoing education to maintain proficiency. Communicates self-development and learning needs to supervisor.
Performs related duties as required.
Responds regularly and promptly to work.