Utility Account Specialist

Typical Hiring Range
$37,089.24 - $40,699.89 Annually

$17.83 - $19.56 Hourly

Utility Account Specialist
As a member of the Utility Customer Operations team and under the direction of the Utility Customer Operations Supervisor, the Utility Account Specialist services approximately 80,000 utility customers. Responsibilities include performing basic level analysis of utility accounts in a fast‑paced, high‑volume office environment. The role is entry‑level and focuses on front‑line customer assistance for payments, billing inquiries, and service requests.

General Expectations for All Employees

Demonstrate understanding of how team, department, and City goals are interconnected.

Contribute to a positive work culture.

Maintain regular and reliable attendance.

Assess one's own work performance or that of the team.

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

Work effectively as part of a team and perform a fair share of team responsibilities.

Continuously learn and develop through internal and external training opportunities, encouraging subordinates to do the same when applicable.

Essential Duties and Responsibilities

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

Process credit card payments securely and with integrity.

Investigate complaints and recommend corrective action; submit account adjustments for approval.

Perform special projects as directed.

Comply with City policies and procedures, including work schedule and attendance policies.

Conduct debt collection in accordance with FCRA standards.

Create service orders for the 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, including rate schedules and billing structures, and explain them appropriately.

Ensure details of customer interactions are added to account notes.

Maintain KPI hold times by answering calls 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

Embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence.

Communicate effectively with peers, supervisors, subordinates, and customers.

Produce desired work outcomes in quality, quantity, and timeliness.

Plan and organize work, time, and resources, including those of subordinates when applicable.

Perform reliable calculations using mathematical skills.

Use Basic Microsoft Office, including Outlook and Excel.

Utilize data, policies, and procedures to produce quality work.

Multi‑task by working with multiple software packages simultaneously.

Possess a service‑oriented mindset and actively look for ways to help customers.

Know basic water meter operations and irrigation systems.

Analyze accounts and develop approaches to problem resolution.

Maintain high integrity, dependability, urgency, and results‑orientation.

Speak and deal tactfully with others, sharing information willingly.

Identify and implement process improvements.

Have strong oral and written communication and negotiation skills when responding to customer requests.

Demonstrate a collaborative and flexible style.

Work under time pressure.

Problem‑solve effectively.

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 training within the first year, as assigned by the Supervisor.

Preferred Qualifications

Experience with utility billing, debt collection, and SunGard NaviLine software.

Spanish speaking skills.

One (1) year of customer service experience.

Conditions of Employment

Must pass a drug screen and background check.

Must hold a Class C Texas Driver’s License.

Physical Demands
Tasks involve light physical effort in a sedentary to light environment, with occasional lifting, carrying, pushing, or pulling of objects and materials weighing 5–10 pounds. Tasks may involve extended periods at a keyboard or workstation. Some tasks require visual/sound perception, discrimination, and oral communication ability.

Work Environment
Limited exposure to environmental conditions.

Statement of Purpose
The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job‑related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Equal Opportunity Employer
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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