Senior Customer Service Representative - Billing

Middlesex Water Company • Iselin, NJ

4d

About The Position

Supervise Customer Service Representatives and respond to customer inquiries. The successful candidate will be passionate about supporting and driving the Companys Values, RIGHT: Respect, Invest, Growth, Honesty and Teamwork.

Requirements

• High school diploma or equivalent.
• Valid NJ driver's license.
• Comprehensive expertise in the Customer Care and Billing (CC&B) system, with the ability to navigate, troubleshoot, and support complex account functions.
• In-depth knowledge of departmental Standard Operating Policies and Procedures, ensuring consistent, compliant, and high-quality service delivery.
• 35 years of progressive leadership experience in customer service, including mentoring, coaching, and supporting frontline team members.
• Advanced proficiency in Microsoft Office applicationsincluding Word, Excel, and Outlookwith the ability to create reports, analyze data, and communicate effectively.
• Exceptional interpersonal and communication skills, fostering positive customer interactions and productive internal collaboration.

Responsibilities

• Ensure timely and accurate billing.
• Provide oversight, review and guidance to Customer Service Representatives (CSR).
• Monitor teams activity daily and provide support in a timely manner.
• Review outgoing customer service correspondence.
• Manage time off scheduled and ensure adequate number of persons for coverage.
• Provide monthly report for teams quality performance scores and CSRs feedback along with coaching update.
• Respond and resolve customer escalation (residential, commercial and industrial) in a timely manner.
• Maintain customers accounts; issuance of field activities, input of data for inspection orders, turn ons and offs, rebillings, high bills, etc.
• Process customers credit adjustment and submit to Management for approval.
• Distribute incoming applications and written communications to CSRs for appropriate action.
• Ensure All assigned TO DOs along with teams TO DOs are processed in an accurate and timely manner.
• Provide documentary support for BPU/PSC/PUC inquiries as needed.
• Assist Customer Service Coordinator in training new personnel.
• Provide updates to external partners (PDAB, Sewer Municipalities and HomeServe)
• Assist customer service managers as needed.

Benefits

• full medical, dental, and vision benefits
• 401k
• paid time off
• tuition assistance
• learning and development opportunities
• employee assistance program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees