Customer Service Representative - Utility Customer Operations

City of McKinney (TX)•Mckinney, TX

38d

About The Position

As a member of the Revenue Collections team, this position reports to the Senior Customer Service Representative. The primary responsibility is to process customer utility (water, sewer, & trash) payments and provide high level account information. This position operates in a fast-paced, heavy volume of telephone calls environment. A high level of integrity, dependability, and a strong sense of urgency with proven results is expected. Accurate cash handling, decision making, multi-tasking are required. Spanish speaking skills are preferred.

Requirements

High level cash handling experience.
Demonstrate control and a pleasant demeanor in challenging situations.
Ability to utilize a variety of data sources to include City policies and other sources as needed.
Ability to analyze accounts and develop an approach to problem resolution.
Mathematical skills that produce reliable calculations
Basic Microsoft Office including Outlook and Excel.
High level of integrity and dependability with a strong sense of urgency and results-orientation.
Ability to speak and deal tactfully with others and exhibit a willingness to share information
Exercise sound judgment, decisiveness, and creativity in various situations.
Ability to identify and implement process improvements.
Strong communication, both oral and written, and negotiation skills when responding to customer requests.
Knowledge of basic water meter operations and irrigation systems..
Demonstrate a collaborative and flexible style and ability to work under time pressure.
Effective communicator with strong oral and written skills.
Ability to work under time pressures and problem solve.
Operation of standard office equipment.
High School diploma or GED required.
Successful candidates will have two (2) years customer service experience which reflects a progression of responsibilities.
Must be able to pass pre-employment screenings.

Nice To Haves

Utility billing experience and SunGard NaviLine software knowledge preferred.
Spanish speaking skills preferred.

Responsibilities

Perform high level analysis of utility accounts and consumption.
Process utility applications for accuracy and conformance with procedures.
Accept multiple payment methods with accurate cash handling techniques.
Audit accounts for accurate charges and credits.
Process multiple methods of payments with accurate cash handling techniques.
Prepare daily cash receipts and deposits.
Creates work orders for meter services.
Establish and maintain credibility by providing timely and accurate results.
Provide professional service to customers, external and internal.
Perform special projects at the request of team leaders, to include research and recommendations.
Comply with City policies and procedures to include work schedule and attendance policies.