Customer Service Representative - Utility Customer Operations

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.

General expectations for all employees include understanding how team, department, and City goals are interconnected, contributing to a positive work culture, ability to assess work performance, contributing to the development of others, ability to work as part of a team, ability to continuously learn and develop through training opportunities, and compliance with City policies and procedures.

Responsibilities include performing high level analysis of utility accounts and consumption, processing utility applications for accuracy and conformance with procedures, accepting multiple payment methods with accurate cash handling techniques, auditing accounts for accurate charges and credits, preparing daily cash receipts and deposits, creating work orders for meter services, establishing and maintaining credibility by providing timely and accurate results, providing professional service to customers, performing special projects at the request of team leaders, and complying with City policies and procedures.

Required skills and attributes include high level cash handling experience, control and a pleasant demeanor in challenging situations, ability to utilize a variety of data sources, 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.

Minimum qualifications include a high school diploma or GED, two (2) years customer service experience which reflects a progression of responsibilities, utility billing experience and SunGard NaviLine software knowledge preferred, and ability 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. Preferred qualifications include Spanish speaking skills.

Physical demands 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 involves limited exposure to environmental conditions.