WGL - Team Leader Customer Accounts

Washington Gas Light Company • Shenandoah, VA

261d • $33

About The Position

Address customer's inquiries and initiate course of action to be taken to correct customer accounts. Familiar with payments processing and posting customer payments to the billing system. Ability to interact with a number of internal and external customers.

Requirements

• Must have eighteen (18) months of Customer Service experience, including working knowledge of SAP.
• Must possess strong interpersonal skills.
• Ability to make decisions within established procedural guidelines.
• Sound judgement, minimum supervision.
• A good understanding of the Public Service Commission regulations (DC, MD and VA).
• Excellent oral and written communication skills are essential.
• Must be familiar with current payment software.
• High School diploma or equivalent G.E.D., with knowledge of Microsoft Office Suite.
• Must possess good communication skills and the ability to interact with customers of all levels.
• Good analytical and problem-solving skills and ability to use sound judgement in decision making.
• Valid driver's license.

Responsibilities

• Receives and processes walk-in customer payments and posts to the customer account on a daily basis.
• Groups payment stubs and checks into batches for control and balancing purposes.
• If a batch is out of balance locates and corrects the error.
• Collects payments received through the drop box or mail and send to the Remittance Service Provider via FedEx daily.
• Responsible for maintaining a cash drawer, balancing the drawer with daily payments, and preparing the daily cash bank deposit for armored car pick-up or depositing at bank.
• Processes checks received from walk-in customers daily by preparing the daily check bank deposit using the desktop deposit application, scanning and securely storing the checks, and transmitting the daily batch file electronically to the bank.
• Research and rescan checks as necessary to resolve bank processing issues.
• Securely shred old checks per proscribed procedures.
• Prepares daily payment reports and sends to Cash Receipts department.
• Resolves any imbalance or processing errors.
• Posts payments to charged-off accounts.
• Responds to walk in customer and telephone inquiries concerning billing, rates, service, credit or general information.
• Analyzes customer accounts by reviewing master record in billing systems and/or calling other departments to determine course of action in accordance with Company policy and procedure.
• Complete necessary account adjustments or facilitate adjustments by appropriate department (i.e. Billing, Meter Reading).
• Informs customers of service offerings, i.e., Level Payment Plan, Automatic Payment Plan, eService Options, etc.
• Processes customer faxed documents, including leases customer IDs for service initiation, medical forms, death certificates, and others.
• Investigates customer identification and fraud claims/alerts.
• Documents and escalates as needed.
• Researches and resolves escalated customer issues.
• Acts as company witness at court proceedings and formal or informal Public Service Commission hearings.
• Resolves delinquent account issues by making payment arrangements in order to avoid termination.
• Respond to and process customer inquiries related to the Automatic Name Change Program (ANCP) applications from property owners.
• Serves as point of contact for all eService website functions (testing, identifying problems, helpdesk troubleshooting, Kiosk, check web payments inquiries and/or disputes).
• Analyzes, resolves and responds to inquiries/ escalated complaints by phone and email.
• Receive and process customer emails and correspondence to completion.
• Maintains customer walk-in traffic and correspondence statistics.
• Proactive outreach to customers to resolve account issues.
• Provide Support to field collection staff (internal and external).
• Initiate service orders via Billing System.
• Flexibility with providing coverage to other Walk In offices due to operational business needs.
• Other duties as assigned.

Benefits

• Competitive salary of $33.33 per hour, commensurate with experience, education, and skills.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Utilities
• Education Level: High school or GED