Utility Account Specialist

Typical Hiring Range: $37,089.24 - $40,699.89 Annually; $17.83 - $19.56 Hourly

SUMMARY OF 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.

GENERAL EXPECTATIONS FOR ALL EMPLOYEES

Learn and demonstrate an understanding of how team, department, and City goals are interconnected.

Contribute to a positive work culture.

Maintain regular and reliable attendance.

Ability to assess his/her work performance or the work performance of the team.

Contribute to the development of others and/or the working unit or overall organization.

Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities.

Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Resolve customer issues, in person or by phone, professionally and with empathy.

Process credit card payments, securely, with integrity.

Investigate complaints and recommend corrective action as necessary for resolution, including submitting account adjustments for approval.

Perform special projects with direction.

Comply with City policies and procedures to include work schedule and attendance policies.

Perform debt collection adhering to FCRA standards.

Create service orders for Meter Services team; track and follow up as needed.

Communicate in writing using prepared templates.

Search databases, records, and files to retrieve information.

Understand detailed water, sewer, stormwater, and solid waste charges and be able to explain them appropriately.

Ensure details of customer interactions are added to the account notes.

Maintain KPI Hold Times by ensuring calls are answered in a timely manner.

Audit accounts for accurate charges and credits.

Perform high‑level analysis of utility accounts and consumption.

Process payments using multiple payment methods with accurate cash handling techniques.

Balance daily cash receipts.

Negotiate standard payment arrangements.

Demonstrate 80% call resolution.

OTHER JOB FUNCTIONS

Perform other duties as assigned or directed.

KNOWLEDGE, SKILLS, ABILITIES, AND BEHAVIORS

Ability to embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (RISE).

Ability to communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.

Ability to produce desired work outcomes, including quality, quantity, and timeliness.

Ability to plan and organize work, time, and resources, and if applicable, that of subordinates.

Mathematical skills that produce reliable calculations.

Basic Microsoft Office, including Outlook and Excel skills.

Ability to utilize data, policies, and procedures resulting in quality work.

Exercises sound judgment, decisiveness, and creativity in various situations.

Ability to multi‑task by working with multiple software packages simultaneously.

Possesses service‑oriented mindset; actively looking for ways to help customers.

Knowledge of basic water meter operations and irrigation systems.

Ability to analyze accounts and develop an approach to problem resolution.

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.

Ability to identify and implement process improvements.

Strong communication, both oral and written, and negotiation skills when responding to customer requests.

Ability to demonstrate a collaborative and flexible style.

Ability to work under time pressure.

Ability to problem solve.

Ability to operate standard office equipment.

MINIMUM QUALIFICATIONS

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.

PREFERRED QUALIFICATIONS

Utility billing, debt collection, and SunGard NaviLine software experience.

Spanish speaking skills.

One (1) year customer service experience.

CONDITIONS OF EMPLOYMENT

Must pass a drug screen and background check.

Must have Class C Texas Driver’s License.

PHYSICAL DEMANDS

Tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5–10 pounds).

Tasks may involve extended periods of time at a keyboard or work station.

Some tasks require visual/sound perception/discrimination and oral communications ability.

WORK ENVIRONMENT
There is limited exposure to environmental conditions.

The City of McKinney is an equal opportunity employer (EOE) committed to an alcohol / drug free workplace and to providing equal opportunities regardless of age, race, color, gender, religion, national origin, marital status, veteran status, disability or any other legally protected status.

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