Back Office Customer Service Rep

National Grid•Syracuse, NY

About The Position

Under general supervision, the Back Office Customer Service Rep performs administrative and back-office duties across recurring, related processes, using initiative and judgment while following established procedures. The work supports revenue cycle management and includes correspondence processing, payment and account handling, customer and partner inquiries, billing and transaction research, systems exception resolution, and revenue-loss mitigation. The role is based in Syracuse. Starting pay is $22.61 per hour, with an automatic increase to $24.53 per hour after six months; the maximum pay within the job series is $33.43 per hour. Many employment terms are defined by a collective bargaining agreement with a local union. The position requires the ability to work without current or future visa sponsorship.

Requirements

High school diploma or equivalent.
Excellent communication skills with external customers, vendors, and other employees.
Advanced use of computer software, including email and the MS Office Suite.
Solid math skills.
Ability to investigate, review, and reconcile financial transactions.
Ability to create and update Excel or system files and reports.
Demonstrated experience with common business applications such as Microsoft Word, Excel, and Outlook.
Excellent interpersonal, verbal, and written communication skills.
Satisfactory completion of validated skills testing, as determined by the Company.
Ability to work without current or future visa sponsorship.

Nice To Haves

Associate’s degree.
1–3 years of customer service or financial business experience in an office setting.

Responsibilities

Open, deliver, route, scan, log, and process incoming correspondence, including faxes, mail, email, and returned mail or email.
Process and track ACH notifications and return items, online lockbox decision tools, return checks, field collector payments, and return and fee reports.
Perform basic account updates, field orders, and outbound calls based on account parameters.
Make outbound Commercial & Industrial collections calls on eligible accounts with balances under $5,000, excluding high-risk or managed accounts, and perform outside collection agency work.
Research, reconcile, and resolve inquiries from customers, agencies, internal clients, billing owners and partners, and banks, including account research, billing, and adjustments.
Investigate and process billing, service order, collections, payment, and audit/control systems exceptions to support timely and accurate revenue recognition.
Process financial account transactions to ensure accurate billing, balances, revenue, and General Ledger accuracy, including disputes, sales tax, debit and credit adjustments, deposit maintenance, suspends, vouchers, G/L activities, final bill disputes, customer-directed payments, collection agency manual payments, bank-issued payments, HEAP payments, and cross-system payments.
Perform and coordinate revenue-loss mitigation activities, including pole cuts, field collections, gas safety compliance, consumption on inactive accounts, stopped meters, theft, and other loss activities.