Customer Billing Rep III

Customer Billing Representative III Location: Hybrid within our service territory states: DE, MD, VA, PA, FL, or NC. What makes us great: At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships. Your role in our success: The Customer Billing Representative III is a senior, department-wide subject matter expert (SME) who leads the most complex billing and exception scenarios, shapes exception category design with functional teams, and represents Billing in cross-functional initiatives and regulatory responses. The CSR III orchestrates mass or contingency billing activities, leads root‑cause programs that materially reduce repeat exceptions, drives training/QA standards, and serves as a go‑to partner for system enhancements impacting billing and BPEM. What you'll be working on: Process customer transactions including billing, invoicing, initiating meter/service orders, updating customer records, and performing all related functions within the Customer Information & Billing System (SAP). Leads investigations for systemic billing issues; perform deep dive analysis on application logs/exception patterns; recommend category refinements and prevention controls in collaboration with Billing, FICA, DM, and IT. Coordinates and, when necessary, executes mass/parallel billing to support month end, remediation backlogs, or storm/emergency operations; validates outsort thresholds and sign off on release for invoicing. Serves as the billing SME for rate updates, complex rate/tariff applications, and proration logic; advise on customer communications for unusual billing outcomes. Leads UAT and readiness for releases affecting billing/BPEM; define test scripts, acceptance criteria, and defect triage; validate training material before rollout. Designs and delivers training (new hire and upskilling) and conduct formal QA audits (bill samples, credits, exceptions) with corrective action plans. Represents Billing in regulatory and audit inquiries (PSC questions, internal controls/SOX testing), ensuring timely, accurate documentation. Provide operational leadership during emergency or storm events, coordinating with call center, field operations, and IT to protect billing integrity and customer impact. Mentor Level I-II teammates; contribute to career development and succession planning. Support manager/supervisor with metrics, dashboards, and continuous improvement roadmaps. Perform additional duties as assigned. Who you are: Expert analytical and critical thinking; facilitation and training; strong business writing; stakeholder management (Operations, Finance, Compliance/Legal, IT). Deep familiarity with PSC regulations and audit expectations; proven documentation rigor. Advanced knowledge of customer service, utility billing processes, and financial/accounting workflows. Strong organizational, interpersonal, mathematical, analytical, and problem‑solving skills to manage a variety of responsibilities. Maintain flexibility and attention to detail while managing multiple tasks simultaneously. Dependable team player who supports colleagues and contributes to special projects or assignments when needed. Ability to adapt to new technologies, equipment, and software updates with a willingness to learn continuously. Process customer requests received through mail—such as address changes, budget billing enrollments, and other account updates. Demonstrate initiative, self‑motivation, critical thinking, and the ability to work independently with minimal daily oversight. Exhibit a sense of ownership and accountability in all aspects of assigned work. Associate degree required; Bachelor's preferred (Business, Accounting, Information Systems, or related) or equivalent experience. 5+ years utility billing experience with demonstrable success in complex exception resolution and cross‑functional leadership. Advanced user of SAP S/4HANA IS‑U billing and BPEM (including category design/feedback, queue strategy, EMMACLS monitoring, and mass/parallel billing familiarity). Prior experience leading UAT cycles, SOP governance, or continuous improvement projects; recognized SME in utility billing practices, preferred. Benefits/what's in it for you? Flexible work arrangement. Competitive base salary. Fantastic opportunities for career growth. Cooperative, supportive and empowered team atmosphere. Annual bonus and salary increase opportunities. Monthly recognition events. Endless wellness initiatives and community events. Robust and customizable benefit packages—choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and more. Paid time off, holidays and a separate bank of sick time. Qualifications Coursework or certification in accounting, business, or information systems; experience contributing to UAT or procedure design, preferred. 5 years: Utility billing experience with demonstrable success in complex exception resolution and cross‑functional leadership (required). Driver's License (required). Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email View email address on click.appcast.io. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr