Utility Account Specialist

Summary

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

About the role

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.

Responsibilities

• Serves approximately 80,000 utility customers by performing basic level analysis of utility accounts in a fast-paced, heavy call volume office environment.
• Provides front-line customer assistance including payments, billing inquiries, and service requests.
• 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.
• Searhes 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.
• 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.

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

Skills

• Embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.
• Produce desired work outcomes, including quality, quantity, and timeliness.
• 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.
• Utilize data, policies, and procedures resulting in quality work.
• Exercises sound judgment, decisiveness, and creativity in various situations.
• 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.
• Speak and deal tactfully with others and exhibit a willingness to share information.
• Demonstrate a collaborative and flexible style.
• Work under time pressure.
• Problem solve.
• Operate standard office equipment.

Benefits

The City of McKinney offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

$37,089.24 - $40,699.89 Annually $17.83 - $19.56 Hourly

Schedule

Hours and schedule are determined by the supervisor and may vary based on business needs.