Utility Account Specialist

Utility Account Specialist

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. 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.

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 Functions/Knowledge, Skills, & Abilities

General expectations for all employees include:

• 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 include:

• 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.

Other job functions include:

• Perform other duties as assigned or directed.

Knowledge, skills, abilities, and behaviors include:

• 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 include:

• 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 include:

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

Physical Demands/Supplemental

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. There is limited exposure to environmental conditions. 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. 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.