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 youll 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. (BPEM and application logs; case category governance)
• 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. (Rate/proration functions)
• 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.

Requirements:

• Associate degree required; Bachelors 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). PDD MC_BI_02 - Manage Billing & Invoicing Outsorting & Exceptions v2 [PDD MCBI...eptions v2 | Word]
• Prior experience leading UAT cycles, SOP governance, or continuous improvement projects; recognized SME in utility billing practices, preferred.

Benefits/whats 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!

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 careers@chpk.com.