Overview

The Huntersville/Cornelius Division of ElectriCities operates and maintains the Town of Cornelius' and the Town of Huntersville's electric systems in an economical, efficient, safe, and reliable manner as contracted for in the Operating Agreement with each town under the Regions Project #1. This includes managing and administering the Operating Agreement and other contracts and agreements necessary for the operation and maintenance of the Towns' Electric Systems along with constructing, installing, operating, and maintaining each Towns' Electric Systems and managing the financial integrity by maintaining retail rates, accurate billing, cash collections, and asset safekeeping through processes and procedures and associated software and systems needed to meet the electric power requirements of the Towns and their respective customers, both present and future. The ElectriCities Operations Center located in the Town of Huntersville is where employees of the division operate, and local customers settle their electric accounts.

The Senior Customer Service & Billing Coordinator works in conjunction with the Business Office Manager, customer service representatives, lineworker crews, and members to ensure smooth, efficient and accurate operation of the business functions for the Huntersville and Cornelius Division.

Responsibilities

• Provides excellent customer service to Huntersville and Cornelius electric customers in accordance with Town and ElectriCities Customer Service policies and procedures.

• Maintains accurate and current utility rates for all customer types/groups. Ensures retail rate changes are incorporated in the system in a timely manner, verifies bills to ensure accuracy, rate schedule compliance, variances and ensures rates changes are updated on website.

• Prepares monthly read, disconnect and bank draft schedules.

• Loads handheld devices for reading and downloads readings for billing.

• Reviews and completes closed service orders and communicates with line personnel about field problems that affect billing. Processes all closed and new customer accounts, meter sets and meter changes on utility accounts.

• Schedules, coordinates, and completes billing for Huntersville and Cornelius customers accurately and on schedule. Verifies accuracy of meter readings and billing reports prior to billing.

• Processes returned check payments, weekly final bill refunds, monthly deposit refunds, and late day fees on accounts prior to billing.

• Reviews all bill corrections when needed and reviews bill classifications for accuracy in conjunction with Supervisor. Calculates and issues credits and adjustments on accounts.

• Generates all final bills, performs balance transfers, and processes final bill credit refunds to Towns.

• Independently oversees the Equal Payment Plan mid-year review, end of year reconciliations and refunds.

• Generates weekly disconnection report for nonpayment, implements the IVR callouts, and billing of disconnection fees.

• Implements new functionality of utility billing software, tests and verifies function of software, troubleshoots software issues for resolution.

• Assists Customer Service staff, trains, and inspects work of staff; coaches, and provides performance feedback to Business Office Manager.

• Recommends and coordinates notices and bill inserts that accompany the customer bills.

• Provides coverage for Senior Customer Service Representatives as needed.

• Coordinates with the Business Office Manager during major power outages to cover customer phone calls. This may require being called into the office after normal work hours and/or weekends and holidays to answer phones during power outages or other emergencies.

• Performs other related duties as assigned by the Business Office Manager in accordance with the goals and objectives of ElectriCities.

Qualifications

This position works under the direct supervision of the Business Office Manager who reviews the employee's work performance periodically in terms of overall effectiveness and provides professional guidance as necessary. Time sheets, vacation time, sick leave, etc., will be reviewed and approved by the Business Office Manager. This position is non-exempt from the overtime provisions of the Fair Labor Standards Act.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, talk and hear. The employee is frequently required to stand, sit, and reach with hands and arms; occasionally required to stoop, kneel, crouch or crawl, lift and/or move up to 25 pounds. Vision requirements are close vision, and ability to adjust focus.

• Graduation from a standard high school, vocational school, or equivalent.

• Minimum 3 years of experience in accounting, customer service, customer billing systems, and working in a fast-paced environment or an equivalent combination of education and experience.

• A working background within a municipal electric utility is preferred.

• A working knowledge of the principles and practices of office management and general business management practices to include filing and record keeping.

• A working knowledge of North Carolina Municipal Accounting and Procurement requirements is desired.

• A working knowledge of analytical and operations research techniques, report writing and report presentation.

• The ability to prepare and present comprehensive oral and written reports.

• Demonstrated skills in operating assigned office machines and equipment as well as demonstrated proficiency in Microsoft Office products including but not limited to Word, Excel, Power Point and Outlook.

• Ability to adapt to software programs for billing, CIS functions, etc.

• The ability to accurately interpret policies and procedures and to make decisions in accordance with such policies and procedures.

• Effective listening and communication skills and the ability to interact with external and/or internal customers in a professional, courteous and empathetic manner.

• Ability to build trust and loyalty and maintain effective relationships with coworkers, town governing officials and outside agencies.

• Handles confidential information discreetly and acts with integrity and discretion at all times.

Job LocationsUS-NC-Huntersville

Posted Date10 hours ago(12/30/2024 8:10 AM)

ID 2024-1206