Utility Billing Specialist/CSR

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

• 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

QUALIFICATIONS

• 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

EDUCATION and/or 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.

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