BTU-Electric Utility Customer Care Specialist

Position Details

Position Information

Posting Number 2026598 Position Title BTU-Electric Utility Customer Care Specialist Position # 7976 FLSA Non-Exempt Classification Type Administrative/Clerical Department Electric Utilities (BTU) - Customer Solutions Job Type Full Time Work Schedule

Monday-Friday; 8am-5pm

Hiring Pay Rate $17.00-$18.00/hour (depending on qualifications) 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 judgment 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 responsibilities and attending training to advance skills.
• Demonstrate satisfactory work performance and willingness to improve methods of work accomplishments.
• Demonstrate regular, reliable, and punctual attendance and utilize leave responsibly to ensure sufficient coverage of departmental operations.
• Abide by City and department administrative directives, policies, and procedures.
• Provide management with sound, positive advice, and information concerning the incumbent's area of responsibility.
• Establish and maintain cooperative working relationships with those contacted in the course of work and communicate effectively with the public and other required entities.

Skills:

• Advanced skills in operating office equipment and machinery.
• Strong verbal and written communication skills.
• Strong customer service skills, with the ability to remain calm in sometimes stressful situations.
• Bilingual skills (Spanish/English) are a plus.

Licenses, Certifications & Special Requirements

None required.

Physical Demands

Physical demands include but are not limited to: sitting, talking, hearing, seeing, standing, walking, reaching, twisting, bending, using hands and fingers to operate office equipment and machines, and occasionally lifting and/or moving objects up to and including 25 pounds.

Working Conditions

Work is performed primarily in an office setting. Duties are often performed at a customer service counter/desk involving frequent contact in person and on the telephone with the general public, staff, and others. At times, the position will be required to perform mailroom responsibilities which will involve going to and from various locations, at times during inclement weather.

Equipment

Work shall be performed with tools, appliances, and equipment approved by those agencies and bodies that have control, authority, or approval of the design working ranges or limitations of those items; the employee has the responsibility to conform to those ranges and limitations.

Equipment may include but is not limited to: multi-line telephone, computer, printer, fax, copier, scanner, and 10-key calculator.

Additional Notes/Instructions for Applicants

This job description is not intended to be construed as an exhaustive list of responsibilities, duties, and skills required. City management has exclusive rights to alter this job description at any time without notice.

Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. This document does not create an employment contract, implied or otherwise, other than an 'at-will' relationship.

Quicklink for Posting https://www.bryantxjobs.com/postings/5087

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Select the primary way you heard about this employment opportunity:

• City of Bryan Website

• City of Bryan Social Media

• City of Bryan Employment Office

• City of Bryan Employee

• Friend/Relative

• Indeed

• Google

• Glassdoor

• LinkedIn

• Facebook

• Texas Municipal League

• Careers in Government

• Television Station

• Radio Station

• Newspaper

• Career Fair (specify location below)

• College/University Website (specify school below)

• Other Website (specify below)

• Other Source (specify below)

• Unknown

• If known, specify details of source selected above (name, station, location, etc.):

(Open Ended Question)

• • What is your expected wage/salary for this position?

(Open Ended Question)

• • What is the highest level of education completed? (Make sure this information is reflected under the Education History Section of the application)

• GED

• High School Diploma

• Associate's Degree

• Bachelor's Degree

• Master's Degree

• PhD

• • Do you possess experience operating a cash register/managing a cash drawer?

• Yes

• No

• • If 'Yes', please describe your experience. If 'No', enter N/A.

(Open Ended Question)

• • Can you speak fluently in Spanish and understand & converse in Spanish in a business environment?

• Yes

• No

• • Do you possess any experience directly related to bookkeeping, billing, banking, accounts payable/accounts receivable, payroll, data analysis, or similar accounting/financial support responsibilities?

• Yes

• No

• • If 'Yes', list the type of tasks you performed that would relate to and assist you in the performance of this position. If 'No', enter NA.

(Open Ended Question)

• • List three (3) strengths/skills you possess that you believe would make you a good fit for this position:

(Open Ended Question)

Documents Needed to Apply

Required Documents

• Resume

Optional Documents

• Cover Letter
• Letter(s) of Recommendation
• Certification(s)