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BTU-Electric Utility Customer Care Specialist
Position Information
Posting Number
2026491
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
03/02/2026
Posting Closing Date
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.
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.
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.
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.
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