Back Office Customer Service Rep

natgridProd•City of Syracuse, NY

5d•$23 - $33

About The Position

Under general supervision, the Back Office Customer Service Rep performs administrative and back-office duties involving related steps, processes, and methods. The role requires initiative in completing recurring work while applying judgment and established procedures. The position supports revenue cycle management through correspondence processing, account and payment processing, customer and agency inquiries, financial reconciliation, collections, exception handling, and revenue loss mitigation. The role is based in Syracuse and offers a starting wage of $22.61 per hour, with an automatic increase to $24.53 per hour after six months. The posting also states that pay increases may occur in six-month increments for up to one year and that the maximum pay within the job series is $33.43 per hour. Employment terms are subject to a collective bargaining agreement with a local union. National Grid does not provide visa sponsorship for this position, now or in the future.

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 Microsoft Office Suite, and office technologies.
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, Microsoft Excel, and Microsoft Outlook.
Excellent interpersonal, verbal, and written communication skills.
Satisfactory completion of validated skills testing, as determined by the Company.
Ability to work without a need for 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, emails, and returned mail or email.
Process and track Automated Clearing House (ACH) notifications, returned items, online lockbox decision tools, returned checks, field collector payments, and return and fee reports.
Make basic account updates, issue field orders, and make outbound calls based on account parameters.
Perform outbound Commercial & Industrial collections calls on accounts with balances under $5,000, excluding high-risk or managed accounts, and handle 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 exceptions related to billing, service orders, collections, payments, and audit/control systems to support timely and accurate revenue recognition.
Process financial account transactions to ensure accurate billing, account balances, revenue, and General Ledger accuracy. Transactions include disputes, sales tax, debit and credit adjustments, deposit maintenance, suspends, vouchers, General Ledger 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.
Communicate with external customers, business partners, vendors, and other employees.