Utility Billing Specialist/CSR
$37.44k - $47.84kFull-time
Bargersville
SUMMARY
The Utilities Billing Specialist role is expected to work within a fast-paced, high-call-volume environment serving Bargersville Utility customers and acting as the cashier for all Bargersville customers. This position requires accuracy, attention to detail, the ability to handle a wide variety of tasks, and a desire to help create a positive customer-oriented atmosphere. Work is performed under the regular supervision of the Utility Billing Team Leader and Utility Billing/Customer Service Supervisor and is evaluated through conferences, by accuracy of customer service records, including timeliness and thoroughness of assigned responsibilities. The pay for this position is between $18-23 per hour.
ESSENTIAL DUTIES AND RESPONSIBILITIES
High School Diploma or GED equivalent required. Technical school or college classes/certificates preferred. Minimum one-year related experience and/or training or equivalent combination of education and experience.
The Utilities Billing Specialist role is expected to work within a fast-paced, high-call-volume environment serving Bargersville Utility customers and acting as the cashier for all Bargersville customers. This position requires accuracy, attention to detail, the ability to handle a wide variety of tasks, and a desire to help create a positive customer-oriented atmosphere. Work is performed under the regular supervision of the Utility Billing Team Leader and Utility Billing/Customer Service Supervisor and is evaluated through conferences, by accuracy of customer service records, including timeliness and thoroughness of assigned responsibilities. The pay for this position is between $18-23 per hour.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Perform cashiering services for all Town of Bargersville customers
- Instruct, assist and guide customers in payment methods, options, and requirements
- Respond to internal and external customer communications
- Communicate in person, by phone and through electronic communications daily
- Prepare, interpret, and explain , charges, policies, procedures, specials programs, rates, etc...
- Understand, research, and explain business and process changes that affect these items
- Research, investigate general to moderately complex billing questions, problems, and issues to determine resolution and follow through to completion
- Prioritize and execute to completion multiple tasks/assignments that come into the team simultaneously
- Understand when and how to escalate customer issues to the Team Leader or their direct assignee
- Develop escalation packets and be able to maintain customer service updates and final escalation resolution communications
- Create/Manage Utility customer accounts
- Perform data entry of utility information into software system in a timely and accurate manner
- Account maintenance throughout each account interaction with the software, including payment arrangements, customer changes, email updates, returned mail processing, address updates etc…
- Create, maintain and close service orders
- Communicate with correct departments when requesting service for Water or Electric utilities
- Navigate multiple programs to perform job successfully (Tyler ERP Pro 10; Tantalus; OMS; Outlook, Teams; Daupler; SharePoint; more as needed)
- Flexibility in schedule to work on call schedule and early/late hours or a different schedule as needed
- Other duties as assigned or needed
- Must possess an exceptional level of professionalism; ability to use considerable judgment, initiative, tact, and courtesy in fast-paced environment
- Excellent communication skills; able to effectively communicate with all levels of management and customers
- Strong active listening skills gives full attention to others, takes time to understand, asks questions when appropriate, monitors interruptions, etc.
- Excellent time management and organizational skills to ensure assigned responsibilities are completed in an efficient and timely manner
- Strong attention to detail; ability to work both independently and as a team
- Critical thinking skills; can grasp concepts quickly and make sound judgement with sometimes ambiguous information
- Excellent follow-through; adheres to work schedule and follows through on challenges as they arise
- Above average mathematical skills: must post and make mathematical computations rapidly and accurately, which includes handling payment transactions
- Have 2-3 years of in-person customer service experience
High School Diploma or GED equivalent required. Technical school or college classes/certificates preferred. Minimum one-year related experience and/or training or equivalent combination of education and experience.
Vacancy posted 5 days ago
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