Job Title: Assistant to Customer Service and Billing
Position Type: Full time, Hourly
Reports to: Customer Service Supervisor
Work Schedule: 7:30 AM to 4:30 PM, Monday through Friday with overtime as needed.
Revision Date: May 20, 2024
Summary/objectiveThe Assistant to Customer Service and Billing supports both customer service and billing functions to ensure efficient operations, accurate billing, applications for water/sewer service, and positive customer experience. This position assists with supporting customer service representatives (CSRs), processing billing activities, and resolving customer inquiries. The role also provides support for system updates, reporting, and the implementation of operational improvements.
Essential functionsReasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
Customer Service & Support- Provide guidance and support to CSRs regarding payment processing, customer inquiries, and account adjustments.
- Respond professionally to customer complaints and assist in resolving escalated billing or service issues in compliance with district policies.
- Counsel with customers in person, over the phone, and via written communication regarding billing, payments, and service concerns.
- Assist in scheduling and ensuring adequate staffing during vacations, absences, or emergencies.
- Visit branch offices as needed to ensure consistent service delivery and compliance with district policies.
- Processes customer payments, including cash, and reconciles daily receipts in accordance with established procedures.
Billing & Collections- Assist in processing customer billing statements, final bills, late notices, and related reports.
- Perform reconciliations to ensure accurate billing and posting of payments to customer accounts.
- Support the preparation and transmittal of billing data to external vendors and electronic payment processors.
- Investigate and resolve irregularities such as misreads, high usage, or dead meters in collaboration with operations staff.
- Assist in managing collections, including monitoring past-due accounts, processing returned checks, and preparing bad debt reports.
System Management & Reporting- Assist in creating and maintaining billing schedules, ensuring consistent due dates, and reporting timelines.
- Train staff in customer information systems and provide ongoing support to ensure accuracy and efficiency.
- Generate routine and ad-hoc reports related to billing rates, usage, payment activity, and other metrics.
- Identify and recommend procedural improvements to enhance customer service and billing operations.
Administrative Support- Function as a backup for billing functions and support cash reconciliation processes, including preparing daily deposits.
- Serve as a liaison with financial institutions regarding returned checks, drafts, and deposit discrepancies.
- Maintain internal controls for handling cash, account adjustments, and electronic payments.
- Support the implementation and upgrades of billing software and processes.
- Interact with a professional, courteous, and friendly demeanor when dealing with people while performing detailed work under pressure.
- Keeps general manager advised of any sort of informality internally or externally along with any overall personnel and customer problems or other needs within the organization.
- Keeps familiar with Emergency Planning and Community Right-to-Know Act (EPCRA) reporting on hazardous and toxic chemicals, found or used in the work area.
- Works according to safety standards and polices adopted by Warren County Water District, is responsible for his or her own safety, and reports all incidents to his or her supervisor.
- Complies with all local traffic laws, regulations, and safe practices while operating any company vehicle.
- Must be willing to obtain First Aid/CPR certification upon employment.
- Other duties as assigned.
Competencies- Strong data analytical and problem-solving skills.
- Efficient and accurate data entry skills.
- Proficiency in Microsoft Excel with the ability to create spreadsheets for various applications using formulas, functions, and commands.
- The ability to meet deadlines.
- The ability to work independently and prioritize tasks.
- Must be able to communicate professionally with customers and the public in person, over the telephone, and through letters.
- The ability to effectively address complex issues.
- Must have a comprehensive knowledge of utility billing practices and procedures.
- Must have working knowledge of computerized billing and customer service systems, such as CIS Infinity, or other utility billing software.
- Must have working knowledge of Microsoft Word and Outlook.
- Must be proficient in Excel including understanding and development of complex formulas/datasets.
- Must possess an effective working knowledge of water and sewer operations.
- Apply confidentiality to all areas of sensitive employee and customer information.
- Excellent verbal and written communication skills.
Reporting relationships- Reports to: Customer Service Supervisor
- Coordinates with: Billing Administrator, AMR/AMI Supervisor, Water Accountability Supervisor, Operations Department, and Accounting Supervisor - Customer Accounts.
Work environment- Normal office conditions.
- A flexible work schedule will be required to meet deadlines.
Physical demandsLifting to 15 pounds may be required.
Travel requiredSome travel in and around the system will be required. Must be willing to attend courses related to work.
Education and experience- High school graduate or equivalent.
- Additional courses in information systems, database management, or accounting preferred.
- Minimum of ten years experience in utility billing, customer accounts, and accounting, or equivalent experience required.
- Experience using computer systems, data processing, and office procedures required,
- Must have experience in coordinating multiple tasks and demonstrated leadership.
Additional eligibility requirements- Must possess and maintain a valid driver's license.
- Must be willing to obtain First Aid/CPR certification upon employment.
Other dutiesPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Warren County Water District is an Equal Opportunity Employer