RESIDENT SERVICES SPECIALIST

Why Work for the City of Balch Springs?

The City of Balch Springs is a vibrant, inclusive, and sustainable community that thrives on its rich history, commitment to progress, and dedication to fostering a positive work environment. As a city, we focus on enhancing the quality of life for our residents, businesses, and visitors.

We are a forward-thinking organization that embraces innovation and strives for excellence in every department. With our clear vision to inspire growth and community pride, the City of Balch Springs is an excellent place to build a rewarding career. Whether you're passionate about public safety, economic development, or community engagement, we offer diverse opportunities that allow you to make a meaningful impact.

As an employee of the City of Balch Springs, you'll be part of a supportive team where professional development is encouraged, and collaboration is valued. We believe in providing employees with the tools and resources they need to succeed, ensuring a positive work-life balance and fostering a culture of respect, integrity, and open communication.

Employee Benefits & Compensation:

• Competitive Salary: We offer competitive pay based on qualifications and experience.
• Comprehensive Benefits Package: Includes medical, dental, and vision coverage for employees and their families.
• Retirement Plans: Access to Texas Municipal Retirement System
• Paid Leave: Generous paid time off, including vacation (15 days for 1st year), sick leave, and holidays (11 plus 2 floating.)
• Professional Development: Opportunities for training, certifications, and career advancement within the city.
• Employee Recognition: We value and celebrate the hard work and dedication of our employees.

Our core values of integrity, respect and transparency guide our everyday work, and we actively support our employees' professional growth. Join our team and help shape the future of a city that's committed to creating a thriving environment for all.

Position Summary: The Resident Services Specialist independently performs advanced resident account administration, utility billing, and customer service functions supporting the City's resident service operations. This position serves as the technical resource for complex resident account matters by performing billing research, account analysis, payment investigations, account adjustments, service coordination, and issue resolution while ensuring compliance with City policies, procedures, and applicable regulations. The Resident Services Specialist performs all functions of the Resident Services Technician while exercising independent judgment to resolve non-routine resident concerns and support efficient division operations.

Minimum Job Requirements:

• High School Diploma or GED
• Four (4) years of progressively responsible experience in utility billing, customer service, resident account administration, finance support, or a related field.
• Equivalent combinations of education, training, and experience that provide the required knowledge, skills, and abilities may be considered.
• Valid Texas Driver License.
• Bilingual (English/Spanish) preferred.

Essential Functions:

• Perform all duties of the Resident Services Technician, in addition to independently administering complex resident account, utility billing, and customer service functions.
• Perform advanced resident account administration, including billing research, account analysis, billing corrections, adjustments, payment investigations, account reconciliations, and service order reviews to ensure billing accuracy and compliance with City policies and procedures.
• Investigate and resolve complex resident concerns involving billing discrepancies, utility consumption, account balances, payments, service requests, and related account matters while providing exceptional customer service.
• Process and review complex resident account transactions, including service transfers, account modifications, payment arrangements, account maintenance, refunds, and other non-routine financial transactions while ensuring accurate documentation and compliance with internal controls.
• Coordinate with Utilities, Finance, contractors, and other City departments to resolve resident account issues, service requests, billing exceptions, and operational concerns while ensuring timely communication and follow-up.
• Maintain accurate resident account records, prepare reports and correspondence, identify trends, recommend operational improvements, and ensure compliance with City policies, financial handling procedures, privacy requirements, records retention standards, and applicable regulations.
• May provide technical guidance, on-the-job training, and assistance to Resident Services Technicians regarding policies, procedures, systems, utility billing practices, and customer service standards.
• May support division operations during periods of high workload, staff absences, emergency operations, special projects, training activities, or other operational needs, and perform other related duties as assigned.

Required Competencies

• Knowledge of:
  • Utility billing principles, resident account administration, payment processing, collections, and customer service practices.
  • Utility billing systems, financial transaction processing, account reconciliation, and records management.
  • Applicable City policies, departmental procedures, privacy requirements, and financial handling standards.
  • Microsoft Office Suite and business applications used to administer resident accounts and financial transactions.
• Skills in:
  • Researching, analyzing, and resolving complex resident account, billing, and payment issues.
  • Providing professional customer service and effectively resolving difficult or escalated resident concerns.
  • Processing financial transactions and maintaining accurate records with a high degree of accuracy and attention to detail.
  • Communicating effectively and maintaining productive working relationships with residents, coworkers, and City departments.
• Ability to:
  • Independently administer complex resident accounts and apply City policies, procedures, and utility billing practices.
  • Analyze account information, identify discrepancies, and implement appropriate corrective actions.
  • Prioritize multiple assignments while maintaining accuracy, confidentiality, and exceptional customer service.
  • Provide technical guidance and assistance to Resident Services Technicians while supporting division operations as needed.

Physical Demands/Work Environment: Work is primarily performed in an office or public-facing service environment requiring frequent interaction with the public, standing, walking, sitting, speaking, hearing, and operation of office equipment and computer systems. The employee may occasionally lift, carry, push, or pull objects weighing up to 25 pounds. Duties may involve repetitive motions, data entry, handling cash or documents, and extended periods of customer interaction. The work environment may include moderate noise levels and frequent interruptions. Employees may occasionally work extended hours or assist during emergency operations or high-volume service periods. Employees may regularly interact with members of the public who may be upset, frustrated, emotional, confrontational, or in stressful situations and must exercise professionalism, de-escalation techniques, sound judgment, and effective communication while maintaining appropriate service standards and safety practices.

Equal Employment Opportunity Statement: The City of Balch Springs is committed to maintaining a workplace and service environment free from discrimination and harassment. Employment decisions and the provision of municipal services are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran or military status, or any other protected status under applicable federal, state, or local law.