Job Details

Utility Customer Service Representative

Working for the City of McKinney is more than just a job; it's a chance to make a meaningful impact in the lives of others. 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. Join us and start making a difference today.

Our core values are 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 member of the Revenue Collections team, this position reports to the Senior Customer Service Representative. The primary responsibility is to process customer utility (water, sewer, & trash) payments and provide high level account information. This position operates in a fast-paced, heavy volume of telephone calls environment. A high level of integrity, dependability, and a strong sense of urgency with proven results is expected. Accurate cash handling, decision making, multi-tasking are required. Spanish speaking skills are preferred.

Essential Functions/Knowledge, Skills, & Abilities

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.
• 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.

Responsibilities:

• Perform high level analysis of utility accounts and consumption.
• Process utility applications for accuracy and conformance with procedures.
• Accept multiple payment methods with accurate cash handling techniques.
• Audit accounts for accurate charges and credits.
• Prepare daily cash receipts and deposits.
• Creates work orders for meter services.
• Establish and maintain credibility by providing timely and accurate results.
• Provide professional service to customers, external and internal.
• Perform special projects at the request of team leaders, to include research and recommendations.
• Comply with City policies and procedures to include work schedule and attendance policies.

Required Skills and Attributes:

• High level cash handling experience.
• Demonstrate control and a pleasant demeanor in challenging situations.
• Ability to utilize a variety of data sources to include City policies and other sources as needed.
• Ability to analyze accounts and develop an approach to problem resolution.
• Mathematical skills that produce reliable calculations
• Basic Microsoft Office including Outlook and Excel.
• 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
• Exercise sound judgment, decisiveness, and creativity in various situations.
• Ability to identify and implement process improvements.
• Strong communication, both oral and written, and negotiation skills when responding to customer requests.
• Knowledge of basic water meter operations and irrigation systems.
• Demonstrate a collaborative and flexible style and ability to work under time pressure.
• Effective communicator with strong oral and written skills.
• Ability to work under time pressures and problem solve.
• Operation of standard office equipment.

Required Qualifications

High School diploma or GED required. Successful candidates will have two (2) years customer service experience which reflects a progression of responsibilities. Utility billing experience and SunGard NaviLine software knowledge preferred. Must be able to pass pre-employment screenings. Selected applicants will be tested on the following: data entry skills, cash handling skills, and logical thinking patterns as related to water consumption scenarios.

Spanish speaking skills preferred.

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 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.