BTU-Electric Utility Customer Care Specialist

$36,400 - $38,480/Yr

City Of Bryan - Bryan, TX

Full-time

Bryan, TX

Utilities

About the position

The BTU-Electric Utility Customer Care Specialist serves as a key representative for Bryan Texas Utilities (BTU), engaging with customers to provide information about utility services, manage account changes, and address billing inquiries. This role is essential in ensuring customer satisfaction through effective communication and problem-solving skills while handling various administrative tasks related to utility services.

Responsibilities

• Receive, review, and process applications for utility services.
• Assist customers in person, by phone, or by email regarding utility account information, policies, procedures, fees, and other service-related inquiries.
• Process customer requests for service activity including connects, disconnects, transfers, and repairs/re-reads/testing of water and electric meters.
• Prepare, process, and monitor related work orders.
• Process cash, check, and credit card payments for utility payments, allocate payments to correct accounts, issue customer receipts, reconcile and balance cash drawer, and prepare bank deposits.
• Assist customers with bill adjustments or payment arrangements within established policies.
• Enter and maintain current customer account information including addresses, phone numbers, account status, and other pertinent customer information.
• Perform a variety of general clerical duties including data entry, filing, copying, scanning, faxing, and entering and retrieving data using a computer.
• Answer inquiries about department policies, procedures, and programs related to utility billing and collection procedures.
• Handle initial complaints from customers and route them to the appropriate person if additional action is necessary.
• Set up commercial accounts and investigate letters of credit and problem accounts as needed.
• Interpret and compute utility rates as a reference.
• Assume personal responsibility for professional development and ongoing education to maintain proficiency.

Requirements

• High School Diploma or GED; additional training in business, public or office administration is a plus.
• At least two years of work experience in a banking, accounting/billing, clerical, retail, and/or call-center environment.
• Knowledge of cash handling and reconciliation techniques.
• Proper customer service and telephone etiquette.
• Familiarity with modern office procedures, methods, and equipment including computers.

Nice-to-haves

• Bilingual skills (Spanish/English) are a plus.

Benefits

• Competitive hourly pay rate of $17.50-$18.50 depending on qualifications.
• Full-time employment with a structured work schedule from Monday to Friday, 8am to 5pm.