Supervisor, Customer Billing and Accounting (Hybrid)

Our Customer Billing and Accounting Supervisor is responsible for ensuring Eversource customers enjoy a top tier customer experience by leading a team of Billing Representatives in providing world class service. Ensures compliance with Company and regulatory policies and procedures, while fostering an engaging environment. This professional position is responsible for the complete development of Eversource Billing Representatives through coaching and evaluative performance feedback.

This is a hybrid role. The first three months are fulltime in the office. 

Essential Functions

• Leads a team of approximately 16 Billing Representatives in delivering high quality service to Eversource customers, ensuring that every internal and external customer is delighted during every interaction while creating an environment that fosters teamwork and accountability.
•  Engages in input that drives our Company towards our vision, leading others to do the same.
• Provides bi-weekly feedback to all direct reports through quality and performance coaching sessions.
• Implements all approved customer billing and accounting policies, procedures, and standards in assigned region.
• Schedules and coordinates billing and accounting activities, such as customer billing and review of daily TOU reads and exception reports.
• Supervises daily billing and accounting activities which include, but not limited to audits and approvals of manually billed Large Power Billed customers, setting up Time of Use CT Renewable accounts, CT Sales Tax processes, and monitoring of refund release through the MIMs reporting.   Ensuring accounts are billed timely.
• Supervises disposition of daily, weekly, and monthly billing and accounting reports.
• Coordinates and controls billing and accounting activities with affected departments.
• Coordinates and oversees customer billing and accounting activities among department, the region's district business offices and affected departments (field and staff).
• Resolves, as assigned, more complicated or sensitive matters resulting from customer billing escalations and PURA Complaints.
• Communicates Company strategy and goals in a positive and timely manner to all employees, and professionally communicates employees’ concerns, questions, and ideas to management.
• Ensures compliance with regulations and Company policies, and constantly looks for ways to improve business practices and policies to enhance customer satisfaction and loyalty.
• Verifies uniform applications of billing and accounting policies and procedures.
• Implements Large Power Billing (LPB) user test procedures, coordinates with CBS and IT.
• Ability and desire to work extra hours as necessary, to ensure exceptional individual, and business performance.    
• Participates on and leads various project teams, as necessary. 
• Responds to all email, correspondence, and social media/executive inquiries.
• Supervises and maintains security for customer billing records, in assigned region, as required by FPC regulations.
• Performs regional CSC on-call duties as assigned, by responding to storm duty assignment.
• Reviews CS daily reports for billing problems or unusual billing conditions.
• Exercises sound judgment and discretion in confidential matters.
• Supervises the preparation of billing and accounting reports requested by staff and Regional Administration.
• Provides supervision in the carrying out of policies and procedures specified in the union contract.

Qualifications

Technical Knowledge/Skill: 

• Ability to acquire thorough knowledge of the Billing/Revenue Systems (C2 and LPB).
• Thorough knowledge of approved rate schedules for CTE and CTG customer billing.
• Understanding of meters and their relationships to billing.
• Working knowledge of accounting principles.
• Working knowledge of Data Processing operations as they apply to Billing & Accounting and C2.
• Ability to work under stress and pressure.
• Knowledge of both electric and gas meter and their operations.
• Knowledge of electric and gas billing principles and related policies and procedures.
• Knowledge of Renewable Tariffs and their billing implementation.
• Working knowledge of union contract and labor relations pro­cedures, as they relate to assigned employees.
• Ability to work at a high level in Excel.
• Working knowledge of creating and interpreting queries

Education:     

• Bachelor’s degree in business administration, related discipline, or the equivalent experience

Experience:    

• Five (5) plus years of customer billing and collections experience or related experience