Billing and Customer Service Specialist- Fountain Inn

The purpose of this classification is to provide customer service, process utility bills, ensure accuracy and timeliness, in coordination with interdepartmental requirements as it relates to financial reporting and governmental regulations.

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Prepares and processes utility bills for residential, commercial and industrial customers within the designated time frame for each billing cycle; runs and audits batch reports; checks usage history; identifies and corrects errors, discrepancies, delinquent accounts, accounts with missed readings, high or low readings or other inconsistencies; additional charges, credits, etc.; audits, updates and edits accounts as needed; uploads and posts data to issue bills after billing manager approval.

Maintains related files and records.

Enters, retrieves, reviews, or modifies data in computer databases; verifies accuracy and completeness of entered data and makes corrections; purges old data as appropriate; distributes to appropriate parties; and runs and/or transmits related reports.

Receives and responds to staff and customer queries on billings, meter readings, and other escalated billing issues. Researches, interprets, and analyzes account history to resolve billing questions on meter readings. Resolves problems requiring immediate attention and verifying any underlying systematic or process issues.

Maintains open communication with Billing Manager and other staff as needed to advise of any unusual occurrences or issues that may arise during billing process. Investigates customer billing escalations and provides recommendations to management when appropriate.

Assigns routes and account numbers for new services to ensure meter reading routes are efficient and cohesive. Periodically reviews and maintains route efficiency on an ongoing basis. Evaluates areas for improvements to the meter reading process. Plays key role in recommending (and implementing) future enhancements such as advanced metering infrastructure.

Serves as contact for the meter reading systems, devices, and software; ensures that the Natural Gas Department is maximizing the features of the devices/systems.

Compiles reports and necessary documents, spreadsheets, historical data, billing account statements and other information to respond to staff and customer inquiries, as required.

Analyzes customer accounts: reviews billing charges, meter readings, and service issues; performs calculations to resolve seasonal billing questions, and consumption; identifies and corrects errors and problems; and maintains and updates all files and accounts.

Assists with related utility billing activities; provides information and answers questions regarding billing policies, final bills, past due notices and disconnect bills; calculates BTUs; processes and submits billing reports; submits reports of monthly taxes to billing manager; processes refund check packets; posts rates to Fountain Inn Gas website.

Processes a variety of documentation associated with department/division operations, within designated time frames and per established procedures; receives and reviews various documentation; reviews, completes, processes, forwards or retains as appropriate; prepares or completes various forms, reports, correspondence, and other documentation; compiles data for further processing or for use in preparation of department reports; and maintains computerized and/or hardcopy records.

Communicates with supervisor, other City employees, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems.

Performs customer service functions: provides information and assistance regarding gas utility services, billing, or other issues; responds to routine questions, complaints, or requests for service; initiates problem resolution; conducts research; recommends solutions; and conducts follow-up to ensure customer satisfaction.

Processes payments for gas utility services: receives monies from customers by check, cash, and credit card; documents payments received; balances cash drawer daily. Assists with collecting on delinquent accounts; assists with processing annual set off debt accounts.

Enters new accounts, connections, disconnections, service orders, re-reads or other requests into department computer systems: provides information regarding services, requirements and fees; creates and updates related service orders; and coordinates services with other department staff as needed.

Performs other related duties as required.

Associate degree in Accounting or a related field preferred; supplemented by two years of experience in customer service, utility…