Utility Billing Representative

Description:

What you will do in this role:

• Engage with utility customers using the Five9 softphone system to address and resolve customer inquiries.
• Accurately process change of ownership information into billing software.
• Interact with law firms to resolve conflicting information received or closing problem issues.
• Accurately process and input all relevant tenant information.
• Answer and address all utility billing related written correspondence or issues received through the BillingOps inbox.
• Work on yearly project for the Monthly/Quarterly transfer procedure, ensuring appropriate bills and letters go out to customers in a timely manner.
• Prepare monthly correspondence and email tracking reports.
• Calculate billing adjustments for problem accounts, enter into billing software, and prepare appropriate approval memos and client correspondence while keeping the management team appraised of the accounts in question.
• Exchange, provide or seek data or information from the various City Plumbing Departments or any other source such as a customer when the wastewater class is in doubt.
• Re-classify accounts where new sewer conversions or connections affect the classification of what percentage of waste water based on water usage the customer will be billed and notify the customers with a letter accordingly.
• Process final readings into the billing application and accurately calculate all prorated reads or final error corrections, as well as:
  • Approve and accurately process refunds, billing adjustments or waiving of penalties as per authority level
  • Process all returned bills and re-issue to appropriate new locations
  • Input any relevant client information into utility billing system as required
  • Monitor the quality assurance reports for inconsistencies or problems and then resolve
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias