Utility Billing Specialist/CSR

Bargersville•Bargersville, IN

2d•$18 - $23•Onsite

About The Position

The Utilities Billing Specialist role is expected to work within a fast-paced, high-call-volume environment serving Bargersville Utility customers and acting as the cashier for all Bargersville customers. This position requires accuracy, attention to detail, the ability to handle a wide variety of tasks, and a desire to help create a positive customer-oriented atmosphere. Work is performed under the regular supervision of the Utility Billing Team Leader and Utility Billing/Customer Service Supervisor and is evaluated through conferences, by accuracy of customer service records, including timeliness and thoroughness of assigned responsibilities.

Requirements

Exceptional level of professionalism
Ability to use considerable judgment, initiative, tact, and courtesy in fast-paced environment
Excellent communication skills; able to effectively communicate with all levels of management and customers
Strong active listening skills gives full attention to others, takes time to understand, asks questions when appropriate, monitors interruptions, etc.
Excellent time management and organizational skills to ensure assigned responsibilities are completed in an efficient and timely manner
Strong attention to detail; ability to work both independently and as a team
Critical thinking skills; can grasp concepts quickly and make sound judgement with sometimes ambiguous information
Excellent follow-through; adheres to work schedule and follows through on challenges as they arise
Above average mathematical skills: must post and make mathematical computations rapidly and accurately, which includes handling payment transactions
2-3 years of in-person customer service experience
High School Diploma or GED equivalent required
Minimum one-year related experience and/or training or equivalent combination of education and experience

Nice To Haves

Technical school or college classes/certificates preferred

Responsibilities

Perform cashiering services for all Town of Bargersville customers
Instruct, assist and guide customers in payment methods, options, and requirements
Respond to internal and external customer communications
Communicate in person, by phone and through electronic communications daily
Prepare, interpret, and explain charges, policies, procedures, specials programs, rates, etc...
Understand, research, and explain business and process changes that affect these items
Research, investigate general to moderately complex billing questions, problems, and issues to determine resolution and follow through to completion
Prioritize and execute to completion multiple tasks/assignments that come into the team simultaneously
Understand when and how to escalate customer issues to the Team Leader or their direct assignee
Develop escalation packets and be able to maintain customer service updates and final escalation resolution communications
Create/Manage Utility customer accounts
Perform data entry of utility information into software system in a timely and accurate manner
Account maintenance throughout each account interaction with the software, including payment arrangements, customer changes, email updates, returned mail processing, address updates etc…
Create, maintain and close service orders
Communicate with correct departments when requesting service for Water or Electric utilities
Navigate multiple programs to perform job successfully (Tyler ERP Pro 10; Tantalus; OMS; Outlook, Teams; Daupler; SharePoint; more as needed)
Flexibility in schedule to work on call schedule and early/late hours or a different schedule as needed
Other duties as assigned or needed