Utility Account Specialist

Utility Account Specialist

Typical Hiring Range: $37,089.24 - $40,699.89 Annually $17.83 - $19.56 Hourly WORKING FOR THE CITY OF MCKINNEY Working for the City of McKinney is more than a job. It is an opportunity to make a meaningful difference in the lives of others. It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation. Proudly recognized on the Top Workplaces USA list by USA TODAY, our team is dedicated to making McKinney one of the best places to work, live, and raise a family. That's why we exist. Join us and start making a difference today. OUR CORE VALUES City of McKinney employees work hard and at a very fast pace. However, we also look after and support one another. All of us are guided by four employee-inspired values

Respect, Integrity, Service, and Excellence (RISE). We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture. All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high performance organization.
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.
ESSENTIAL DUTIES AND 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 Processes payments using multiple payment methods with accurate cash handling techniques Balances daily cash receipts Negotiates standard payment arrangements Demonstrates 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 (R.I.S.E.) 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
REQUIRED QUALIFICATIONS MINIMUM QUALIFICATIONS Any work related experience resulting in acceptable proficiency levels in the below Minimum Qualifications may be an acceptable substitute. 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, but 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.