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Job Description
Job Summary
The Customer Care Specialist represents Bryan Texas Utilities ( BTU ) in its relations with customers by explaining rate structures, setting up or making changes to accounts, performing billing procedures, and confidently answering customer billing questions or concerns.
Essential Job Functions- Receives, reviews, and processes applications for utility services.
- Assists customers in person, by phone, or by email regarding utility account information, policies, procedures, fees, and other service-related inquiries.
- Receives, processes, and completes customer requests for service activity including connects, disconnects, transfers, and repairs/re-reads/testing of water and electric meters. Prepares, processes, and monitors related work orders.
- Processes cash, check, and credit card payments for utility payments, allocates payments to correct accounts, issues customer receipts, reconciles and balances cash drawer, and prepares bank deposits.
- Assists customers with bill adjustments or payment arrangements within established policies.
- Enters and maintains current customer account information including addresses, phone numbers, account status, and other pertinent customer information.
- Performs a variety of general clerical duties including data entry, filing, copying, scanning, faxing, and entering and retrieving data using a computer.
- Assists the public by answering inquiries about department policies, procedures, and programs related to utility billing and collection procedures.
- Handles initial complaints from customers; routes the customer to the appropriate person if additional action is necessary.
- Sets-up commercial accounts; investigates letters of credit and problem accounts, as needed.
- Serves as a reference in interpreting and computing utility rates.
- Assumes personal responsibility for professional development and ongoing education to maintain proficiency. Communicates self-development and learning needs to supervisor.
- Performs related duties as required.
- Responds regularly and promptly to work.
- High School Diploma or GED ; some additional training and/or course work in business, public or office administration is a plus.
- At least two (2) years of work experience in a banking, accounting/billing, clerical, retail, and/or call-center environment.
Equivalent combinations of education, experience, certification, and training may be considered.
Licenses, Certifications & Special Requirements- Must possess fluent verbal and written bilingual skills (English/Spanish).
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ABOUT THE COMPANY
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City of Bryan
Show moreFounded in 1871 and home to almost 90,000 residents, Bryan has grown from a dusty railway depot to a thriving, diverse community with competitive schools, fast-paced technology, sprawling parks, and a flourishing art and music scene. Consisting of a seven-member city council, the City of Bryan is committed to providing financially efficient municipal services to improve the quality of life and develop a community where all citizens are proud to live. Living or working in Bryan is truly the good life, Texas style!
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