Billing and Customer Care Lead

Description

*This is an in-office position.

General Statement of Duties

This non-exempt position is responsible for utility billing, payment collection, processing and balancing, and customer account management. Additionally, this position provides support to the Billing & Customer Care Supervisor, performs some supervisory duties for both the Billing and Customer Care Department, and may cover the Billing & Customer Care Supervisor duties on an occasional basis. This position responds to elevated customer inquiries and fielding customer disputes.

Supervision Received

Works under the direct supervision of the Billing & Customer Care Supervisor and the general supervision of the Customer Relations Manager.

Primary Duties and Responsibilities

• Performs monthly utility billing, statement generation, late statement generation, and final billing for all customer types including residential, commercial, irrigation, bulk and other user categories.
• Processes, balances, and posts payment transactions, including those received via online, automated clearinghouse, credit cards, checks and cash. Processes district fee payments for services and re-inspections. Processes payment returns from all sources and provides associated customer notifications.
• Performs account management including establishing new accounts (both pre-meter & post-meter account set-up), updating account information, recommending and processing approved account adjustments, processing transfers of ownership, processing refund credits, and facilitating payment plans in accordance with policies.
• Manages the delinquency/suspension process, including preparation and deployment of interactive voice response generated notifications, report generation, creation of associated service charges and service orders, generation of field notices, and addressing related customer inquiries. Coordinates with field staff for performance of disconnection and reconnection upon payment. Files liens as necessary on unpaid charges.
• Maintains accurate rates and fees and ensures proper account charge settings for correct billings. Performs other billing related functions including but not limited to winter quarter average development and updates, information and metric tracking, and report development and generation.
• Performs ad hoc and daily reporting and reconciliation, and month end processing and reporting, reconciling information to the accounting system as necessary. Produces periodic reports for other PWSD departments as approved.
• Coordinates customer services with field staff and participates in the meter reading process. Metering process responsibilities include but are not limited to uploading and downloading of meter reading information, meter reading auditing for accuracy and anomalies, flagging accounts, issuing electronic customer alerts, issuing service orders as necessary, and contacting customers as needed. 
• Provides a high level of customer service to internal and external customers by fielding questions, explaining policies, executing processes and procedures, providing information, offering appointment opportunities, initiating responses to customer requests, generating customer service orders as necessary, and handling daily and complex customer related situations in person and in both written and verbal form. This position collaborates with the Customer Care and Field Services Departments in providing customer service.
• Provides elevated assistance and instructions to customers regarding online billing, account management, and water management services.
• Conducts new customer relations and performs duties and assignments related to new customer communications; including but not limited to tracking new customers (both transfers and new accounts) and delivering welcome information and instructions regarding services.
• Recommends and assists with the implementation of business practices, processes and procedures related to billing and the billing system.  Recommends and implements billing system functionality, design and enhancements as needed.
• Conducts account management and billing services for hydrant meter and bulk water customers, including final billings, account adjustments, refund credits, periodic auditing, and data reporting.
• Performs research as necessary, executes special projects as assigned, and may lead complex, high-level special departmental projects and assists with managing departmental programs as necessary. 
• Assists with training, directing, oversight, and coaching of Billing and Customer Service staff. May provide input for performance evaluations and may assist in the hiring process.
• Provides support to the Billing and Customer Care Supervisor and serves as ad hoc supervisor in their absence.
• Performs technical analysis, prepares analytical reports, performs high-level billing functions, and performs high-level account management.
• Fields complex billing and/or customer issues and is authorized to provide district policy approved resolutions to escalated issues.    

Other Functions

• Assists with District-wide customer service, reception and administrative functions as required.
• Attends technical and safety training meetings, courses and seminars as required.
• Performs routine physical cleanup and housekeeping of work areas and equipment
• May assist in the development, implementation, and marketing of District, Customer Care Team, or Enterprise Services Division programs and projects.
• Performs other duties as assigned.

Knowledge, Skills and Abilities

• Advanced customer service skills including listening, solution development, conflict resolution, negotiation skills, exceptional communication, multi-tasking and organizational skills.
• Advanced computer knowledge including Microsoft Word, Excel, and Outlook. High level of proficiency with district utility billing, meter reading software, and call management solutions.
• Solid understanding of work order generation and management. Advanced knowledge of business English and math, including averages and percentages; office practices and procedures; and advanced customer service and billing functions and knowledge of accounting principles.
• Strong ability to enter, record, and interpret data and information.
• Extensive knowledge of District Rules and Regulations, policies, procedures and guidelines.
• Ability to operate a variety of office equipment, including a scanner, copy machine, 10-key calculator and other related office equipment. 
• Strong ability to establish and maintain effective working relationships with employees and customers; communicate effectively both orally and in writing; handle stressful or sensitive situations with tact and diplomacy; ability to establish and maintain schedules; ability to compile and prepare reports; ability to organize activities in accordance with priorities, address multiple demands and meet deadlines. 
• Ability to maintain confidentiality of files and information.
• Ability to communicate with and work effectively with managers, supervisors, co-workers, customers, visitors and deal tactfully with the public.

Qualifications / Experience

• An Associate’s Degree or higher in Accounting or a directly related field is required, plus an equivalent of at least four (4) years of customer service experience (utility service preferred) and at least three (3) years of bill processing and billing account management experience (utility billing preferred). A combination of education, training and experience that demonstrates required knowledge, skills and abilities may be considered.
• Previous lead/supervisory experience is preferred.
• Must have a Motor Vehicle Record within the Acceptable or no less than Borderline rating according to the Vehicle Policy.

Working Conditions/Physical Activities

• Monday through Friday, 40-hour work week.  Occasional overtime may be required.
• Standard office work environment with constant interruptions and deadlines; mostly sedentary work.
• Involves substantial amount of contact with the public and District employees.  Will handle large quantity of customer inquiries via email, phone and in person, some of which may be adversarial. 
• Operation of computer for prolonged periods.
• Vision is needed for reading, recording and interpreting information; speech and hearing are used to communicate with customers and other employees over the telephone, and in person.
• Light physical effort requires handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.

Benefits Overview

Parker Water & Sanitation offers a robust benefits program including:

• Low-cost health premiums

• 100% District paid dental and vision insurance

• District HSA contribution for those on our HDHP insurance

• Social Security Replacement program – 401(a)

• 457 (b) retirement plan with District match up to 5%, fully vested right away

• 100% District paid Short- and Long-Term Disability

• 100% District paid Life and Disability Insurance (2x annual salary)

• Tuition Reimbursement up to $5250 per year

• Employee Wellness program

• Public Service Student Loan Forgiveness eligible employer

For a more in-depth overview of the many benefits PWSD offers please visit www.pwsd.org/careers and click on the Total Rewards Program link.

Salary : $5,250