Customer Service Representative

The Town of Wellesley is an Equal Opportunity/Affirmative Action Employer. Prospective employees will receive consideration without discrimination because of race, creed, color, sex, age, national origin, disability, veteran status or sexual orientation.

Wellesley Municipal Light Plant’s (WMLP) Customer Service department is responsible for customer operations related to electric, water, stormwater, and sewer utility service and billing for the Town of Wellesley. Under the supervision of the WMLP’s Office Manager, the Customer Service Representative serves as an important interface among the WMLP, Wellesley Department of Public Works (DPW), and its more than 10,000 utility customers.

This position performs a variety of duties relating to the WMLP’s metering, billing, and payment processes.

• Handle inquiries, complaints, and service requests via phone, email, and in person.
• Process new service applications and finalize accounts upon termination.
• Prepare and issue monthly utility bills, process customer payments and refunds.
• Maintain accurate billing and meter data; investigate discrepancies in meter readings or consumption.
• Coordinate with field technicians as necessary and promote conservation programs and sustainability initiatives.
• Serve as a key point of contact during storms and emergencies, logging and prioritizing outages.
• Explain account policies, set up payment plans, collaborate with other departments to resolve customer issues, provide administrative support, and assist with after‑hours responses.
• Manage tasks in a fast‑paced environment with high attention to detail and customer‑service orientation.

• Detail‑oriented, reliable, and capable of handling confidential information with discretion.
• Independent, accurate, and highly organized; able to manage multiple tasks efficiently.
• Calm and composed in high‑pressure or emergency situations.
• Proactive in identifying and implementing improvements to business processes and communication.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Word, PowerPoint, and advanced use of Excel or other spreadsheet and database tools.
• Team‑oriented attitude and a valid driver’s license.

• High school diploma or equivalent; associate’s degree or relevant coursework preferred.
• Experience working in the public or municipal utility or service industry.
• Advanced level of proficiency in database and enterprise software systems.
• Knowledge of electric and water utility terminology and billing procedures.

The Town of Wellesley provides excellent health and retirement benefits along with a competitive salary for its employees. Please submit a cover letter and resume to:
Wellesley Municipal Light Plant, Attn:
Andrea Austin, 4 Municipal Way, Wellesley, MA 02481 or email as a WORD or PDF document to aaustin.
AA/EOE. Salary range: $62,000 - $74,500 per year depending on experience.