Utility Customer Care Specialist

BTU-Electric Utility Customer Care Specialist

Position Title BTU-Electric Utility Customer Care Specialist

Position #

Position # 7976

FLSA

FLSA Non-Exempt

Classification Type

Department

Department Electric Utilities (BTU) - Customer Solutions

Job Type

Job Type Full Time

Work Schedule

Monday-Friday; 8am-5pm

Hiring Pay Rate

Posting Opening Date

Posting Opening Date 07/31/2026

Posting Closing Date

Job Summary

Under general supervision of the Customer Care Supervisor, 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.

Minimum Qualifications

• 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.

Knowledge, Skills & Abilities

Knowledge of:

• Techniques for cash handling and reconciliation.
• Proper customer service and telephone etiquette.
• Modern office procedures, methods, and equipment including computers and associated equipment.
• Principles and procedures of record keeping.

Ability to:

• Work independently and efficiently follow established practices and procedures.
• Learn department functions thoroughly in order to provide general information and explain detailed department processes and procedures.
• Prioritize multiple tasks, projects, and demands, and meet established deadlines.
• Work under steady pressure with frequent interruptions and a high degree of public contact by phone or in person.
• Handle a diverse set of customer inquiries politely and professionally.
• Calculate bills using multiple rate structures; transact and balance cash drawers.
• Maintain important records efficiently and accurately.
• Perform mathematical calculations quickly and accurately.
• Research information and data and prepare reports.
• Write letters, memos, and documents clearly and concisely.
• Maintain a high level of integrity and discretion in handling confidential information.
• Demonstrate good judgement and a professional demeanor at all times.
• Take the initiative to learn individual job tasks and continue to broaden knowledge levels by willingly accepting new…