Billing/Customer Service Representative

Menasha Utilities•Menasha, WI

2d•Onsite

About The Position

This is responsible customer service and clerical work involving extensive customer communications and related work of calculating, issuing, explaining, and adjusting customer utility bills for services rendered. Work involves responsibility for receiving customer requests for connects/disconnects of service and preparing and maintaining billing records. Work includes billing and accounts receivable along with the performance of various customer service clerical activities. All work is performed on a PC based network system using Microsoft Office and the NorthStar billing software. Work is performed independently within established policies and procedures and is reviewed by the Customer Service Manager through conferences, review of records, and results obtained. Acts as liaison between Menasha Utilities and City of Menasha with regard to sewer & stormwater updates and monthly billing. Provides monthly reports and communication to City of Menasha Engineering and Public Works department.

Requirements

Designs Utility reports using the computer system.
Ability to learn the operation of the NorthStar billing system.
Excellent computer knowledge and skills including Microsoft Office.
Knowledge of Utility billing and accounts receivable methods and procedures, including cash management and billing reconciliations.
Must be TEAM and Customer Service oriented and able to establish and maintain effective working relationships with superiors, other employees, and the public.
Ability to communicate effectively, orally, and in writing.
Ability to make moderately complex decisions in accordance with established policies and procedures.
Ability to perform data entry operations rapidly and accurately.
Considerable knowledge of general office practices and procedures.
Must possess and maintain a valid State of Wisconsin Drivers License.
High school graduate, plus at least 1 year post education and 4-5 years in Accounting, Utility billing, Customer Service and the operation of computer systems, or any equivalent abilities and skills listed above.
Knowledge of PSC regulations as they apply to Municipal utilities.

Responsibilities

Codes customer accounts; prepares information for old and new accounts; handles customer complaints; prepares utility bills for mailing; and reviews audit reports.
Maintains, updates, and reconciles Accounts Receivable data for electric, water, stormwater and sewer accounts, processes disconnections, and notifications to customers and landlords.
Calculates, enters, and prepares adjusted bills due to meter reading and/or other errors; calculates, revises, and reviews budget accounts.
Enters adjustment data into proper accounts, and visually verifies data entered against source information.
Public contact with customers, landlords, realtors, and other utility companies in obtaining and providing information on customer accounts.
Works with City of Menasha Health Department and customers with medical alert issues.
Reconciles delinquency data and communicates with collection agencies.
Issues service orders to field staff through Northstar billing software.
Prepares delinquent accounts to be added to annual property tax listing.
Works with department staff on disconnection process.
Clerical duties including counter duties such as collecting payments via various methods, reconciling and preparing deposits for the bank.
Prepares monthly billing for large industrial customers.
Works with Electric Distribution and Water Distribution to verify accounts and meters.
Ability to identify issues in this process.
Performs related work as required.