Representative - Customer Billing

Company: Rochester Gas & Electric, an Avangrid Company

Department: Customer Service

Job Title: Representative – Customer Billing

Location: Rochester, NY

Work Model: Office

The salary range for this position is dependent upon experience, ranging from $49,760 to $62,200.

Job Summary

The essential duties of the Customer Billing Representative include review and analysis of company meter reading/consumption data and customer bills, correction of device, billing and invoicing errors, and processing of billing adjustments as needed to complete rate changes and/or corrections to unmetered services. Attention to detail is required to perform accurate bill calculations and adjustments. Customer

Billing Representatives process appropriate work orders as required and may assist with updating of Billing procedures. Must maintain customer confidentiality and ensure familiarity with and compliance to all Rochester Gas & Electric policies, standards, and procedures.

Key Responsibilities

• Resolve billing issues and/or accurately calculate bills with correct rate applications, processing of appropriate work orders as required, while adhering to all Company billing policies, procedures and state regulations.

• Requires attention to detail and use of a range of analytical and problem-solving skills and good judgment to perform Special Billing functions to include:

  • Bill Review

  • Implausible Meter Readings

  • Out-sorts

  • EMMA Billing Errors

  • EMMA Invoicing Errors

  • Device Errors (including meter change errors and mixed meter corrections)

  • Billing adjustments

  • Billing edits

  • Usage analysis

  • Rate changes

  • Unmetered Services

  • Recalculation of bills

  • Billing Inbox Tasks

• Customer Billing Representatives may assist with updating of Billing procedures

• Adhere to department work schedule and complete all assigned tasks in timely manner

• Maintain customer confidentiality and ensure familiarity with and compliance to all Rochester Gas & Electric policies, standards, and procedures related to data security and ensure non-disclosure of confidential customer account data such as billing, rates or credit history which could have an impact on the individual customer account in question (especially for special contracts with large commercial high revenue accounts) if were disclosed outside the Company

• Interact and respond to internal Company requests and/or personnel as well as others outside the Company as needed to furnish or obtain information in a courteous and factual manner. Interactions can include but are not limited to others in Marketing, Field Customer Service, Appeals, Credit & Collections, Dispatch, Rates and Regulatory, and Customer Care Center Representatives and staff.

Required Qualifications

• Skills/Abilities:

  • Knowledge of the Company billing policies, practices, rate applications and service orders as required to resolve billing issues and/or accurately calculate bills and have demonstrated the ability to perform all Job Requirements as indicated within this Skills/Abilities section along with meeting all other experience/training and education requirements indicated below or the demonstrated ability to learn.

  • Possess strong verbal and written communication skills

  • Effective problem-solving skills with attention to detail and the analytical ability to evaluate complex data and apply good judgment to take appropriate follow up actions as needed while working without close supervision.

  • Strong PC skills are required along with proficient knowledge and use of Microsoft Excel and Word applications

  • Must possess superior arithmetic skills and ability to use a calculator

  • Must have good organizational skills and the ability to handle multiple tasks with frequent interruptions

  • Must be highly productive and results oriented

• Experience/Training:

  • 1-3 years of experience working in a customer service /billing environment

  • Must possess thorough knowledge of customer service practices, policies and procedures, including customer accounting, billing, and rates or demonstrate the ability to learn.

  • Must be proficient in use of the SAP customer information system or demonstrate the ability to learn

• Required Education:

  • High school diploma or equivalent GED

Competencies

• Growth &