Billing Services Rep

New Braunfels Utilities•New Braunfels, TX

29d

About The Position

The Billing Service Representative is responsible for accurate and timely billing of 3 utility services, water, electric and wastewater and two city services, garbage and recycling. The rep may be tasked with functions including the loading of meter reads and accounts, verifying the calculation of customer bills and processing of statements. On occasion, the billing rep will assist in researching problems, making account adjustments or corrections, and performs other duties as assigned. Excellent time management, listening skills, attention to detail, accuracy, adaptability and stress management skills are essential.

Requirements

High School Diploma/GED
One Year or More Field of Study: General Studies
One to two years of experience with NBU and a thorough understanding of billing cycles and policies required.
Two years of billing experience occupying a position that utilizes strong analytical skills in any industry may be substituted for experience at NBU.
Ability to operate various standard office machines with accuracy and dexterity.
Proficiency in NorthStar CIS and GP Dynamics
Proficiency MDM systems, such as MeterSense and Itron
Ability to identify and troubleshoot minor technical issues in the event working from home is necessary
Excellent verbal and written communication skills
Exceptional time-management and multi-tasking ability
Strong analytical skills, attention to detail, ability to identify trends and patterns of usage and discrepancies

Responsibilities

Analyze multiple meter reading verification reports for each route
Awareness of current weather conditions and understanding of historical usage
Research irregularities in electric, water and wastewater usage
Verify and confirm reads using various software; MeterSense Temetra, and Itron
Knowledge of solar meters, their billing and banking net usage
Check high usage accounts for continuous usage indicating potential leaks
Monitor vacant and disconnected accounts for usage, research unexplained usage and reach out to other departments, as needed
Estimate usage based on account history and NBU estimation guidelines
Prorate usage based on read dates and service periods
Strong knowledge and understanding of current rates, account classifications and miscellaneous fees added by multiple departments
Ability to calculate all bill charges manually using current rates and usage
Ability to validate system prorated charges during rate changes
Create billing files with correct file type and send to outsourced bill print processor
Check billing statements for accuracy prior to approving for mailing
Post billing batch and check each route for unbilled accounts
Research unbilled accounts and reason, follow-up if necessary
Check and confirm miscellaneous fees such as impact, meter set fees, reconnect and admin charges on all accounts
Verify City services are added and billing accurately on applicable accounts
Review account classifications, service periods, bill codes and charges on all first bills
Confirm auto draft is added to delayed accounts
Manage damage claims from water and electric ops, bill accounts in GP Dynamics and NorthStar
Complete service orders for meter sets, changes, removes, and discrepancies
Schedule rereads, meter investigations and general service orders
Frequent verbal and written communication with Metering, Water and Electric Ops regarding meter reads, missing meters, stopped meters and usage/read issues
Frequent verbal and written communication with Customer Service regarding customer fees, services, auto-pay and service order issues
Notify Customer Service and Conservation and Customer Solutions departments of customer water issues, such as high usage and continuous consumption. Send customer letters when applicable.
Verify impact fees, meter set fees, D/R fees and damaged meter charges with New Construction Department, when needed.
Maintain regular attendance; leave schedule should be managed so as to not interfere with ability to accomplish tasks
Adhere to NBU safety guidelines and practices at all times and in all situations
Maintain a clean and safe work area, office, field site and vehicle as applicable
Develop & maintain effective customer service skills for communications with co-workers, customers and the public in general
Maintain strict confidentiality of business, employee and customer information in written and oral communications and safeguard sensitive documents
Adhere to NBU policies and procedures
Exemplifies NBU Core Values of Integrity, Stewardship, Team, Culture and Safety
Participate in and support initiatives to reach annual NBU Performance Measures