Utility Account Specialist

Summary

Essential Functions/Knowledge, Skills, & Abilities

GENERAL EXPECTATIONS FOR ALL EMPLOYEES
In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees.

• 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.

• 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.

• Perform other duties as assigned or directed.

• 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

• Must pass a drug screen and background check.
• Must have Class C Texas Driver’s License

Physical Demands/Supplemental

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.

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.

The City offers a full complement of benefits:

Health Insurance

• Medical, Dental, Vision Insurance
• Health Savings Account (HSA), Flexible Spending Medical and Childcare Account (FSA)
• Mental Health Care and Employee Assistance Program (EAP)
• City-paid and Voluntary Life Insurance
• City-paid and Voluntary Long Term Disability Insurance
• Supplemental Insurance through Aflac

• Legal Services through Legal Shield
• Tuition Reimbursement (up to $10,000 per year)
• Wellness Program (earn up to $600 per year)

• Texas Municipal Retirement System (TMRS)
  • Mandatory 7% employee contribution
  • City match 2:1
  • 5 year vesting
  • Retire after 20 years of service, or age 60 with 5 years of service
• 457(b) Deferred Compensation Plans

• Paid Vacation (80 hours per year for new hires; tiered increases after 2 yrs)
• Sick Leave (135 hours per year for yourself and immediate family)
• Paid Parental Leave (80 hours for birth, adoption, or placement of a child in foster care)
• Ten Paid Holidays
• Personal Day
• Optional compensatory time for hourly employees
• Compensatory time for salaried employees