Utility Account Specialist

City of McKinney • Tx 75069, TX

6d • Onsite

About The Position

As a member of the Utility Customer Operations team, and under general direction of the Utility Customer Operations Supervisor, the primary responsibility of the Utility Account Specialist is to service approximately 80,000 utility customers by performing basic level analysis of utility accounts in a fast-paced, heavy call volume office environment. This is an entry-level position responsible for providing front-line customer assistance including payments, billing inquiries, and service requests.

Requirements

• High School diploma or GED required.
• Must obtain Basic Cash Handling Certification and complete 10 hours of customer service trainings within first year, as assigned by the Supervisor
• Must pass a drug screen and background check.
• Must have Class C Texas Driver’s License

Nice To Haves

• Utility billing, debt collection, and SunGard NaviLine software experience.
• Spanish speaking skills.
• One (1) year customer service experience

Responsibilities

• Resolves customer issues, in person or by phone, professionally and with empathy
• Processes credit card payments, securely, with integrity
• Investigates complaints and recommends corrective action as necessary for resolution, including submitting account adjustments for approval
• Performs special projects with direction
• Complies with City policies and procedures to include work schedule and attendance policies
• Performs debt collection adhering to FCRA standards
• Creates service orders for Meter Services team; tracks and follows up as needed
• Communicates in writing using prepared templates
• Searches databases, records, and files to retrieve information
• Understands detailed water, sewer, stormwater, and solid waste charges and, including different rate schedules and billing structures, and be able to explain them appropriately
• Ensures details of customer interactions are added to the account notes
• Maintains KPI Hold Times by ensuring calls are answered in a timely manner
• Audits accounts for accurate charges and credits
• Performs high level analysis of utility accounts and consumption
• Process payments using multiple payment methods with accurate cash handling techniques
• Balances daily cash receipts
• Negotiates standard payment arrangements
• Demonstrates 80% call resolution.
• Perform other duties as assigned or directed.

Benefits

• Top Workplaces USA list by USA TODAY
• health insurance
• dental insurance
• vision insurance
• life insurance
• disability insurance
• 401k
• paid holidays
• paid volunteer time
• flexible scheduling
• tuition reimbursement
• professional development
• learning development program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED