Customer Account Specialist Job at WSSC Water
The
Customer Account Specialist evaluates and approves or makes recommendations for complex adjustments and makes cancellations and corrections to customer accounts. The Customer Account Specialist
handles a wide range of special duties, communicates with utility service and customer service employees, and processes customer activities.
Essential Functions
- Analyzes and approves billing adjustments and corrections up to specified dollar amounts
- Schedules field inspections, investigations and additional field activities to resolve problems or discrepancies processed on accounts
Initiates complex adjustments to customer accounts, evaluates and processes complex adjustments as required to resolve billing problems
Logs-in work orders and research requests in an Microsoft Excel spreadsheet and assigns to account specialists
Assigns and researches refund requests that are submitted by customer service advisors
Reviews various weekly, monthly, and quarterly reports for accuracy
Takes action to bill accounts and follow-up on any scheduled field activity
Acts as a liaison with internal and external customers to resolve billing questions or problems
Assists with initial meter order request, validates plumber, property and permit data, and issues appropriate work orders
Resolves data discrepancies and coordinates/communicates results to internal and external customers
Performs technical and routine work using personal computer, CSIS, MMIS, PPIS and Microsoft Office
Reviews credit bills and follows-up on scheduled field activities to ensure accuracy before mailing to customer
Reviews, analyzes and processes approximately 40 different adjustment types
Reviews and analyzes research requests which includes processing and updating information for
Reviews and processes approximately 60 refund requests each week
Verifies payments, updates information in CSIS and Microsoft Money, runs reconciliation document for supervisor’s signature
Initiates work orders to test or replace meters that are registering lower than normal usage process work orders
Verifies Maryland Park and Planning Premise Address information, serves as a liaison between permits services unit, customers and other WSSC Water units, research information using MNCPPC, USPS website and Google Maps, to ensure premise addresses are correctly updated in CSIS and PPIS
Other Functions
- Performs related field service projects as assigned (i.e. charitable account review, bill station review, maintenance turn on/turn off review, etc.)
- Assists with training of new employees and other staff
Assists field service sAssociates with processing of activities
Creates training manuals and quick reference information sheets for adjustments
Assists call center during peak hours
Performs other related duties as assigned
Work Environment And Physical Demands
Business casual office environment.
Required Knowledge, Skills, And Abilities
- Good knowledge of business arithmetic and English
- Knowledge of software packages such as Microsoft Excel and Microsoft Word
Ability to gain thorough knowledge of WSSC Water adjustment policy, WSSC Water Code and plumbing regulations pertaining to customer billing and account adjustments, and office procedures
Ability to make moderately complex arithmetical computations with speed and accuracy
Ability to analyze detailed information thoroughly
Ability to evaluate varied information and make decisions under time constraints
Ability to understand and follow complex verbal and written instructions
Ability to adapt to frequent changes in processing of daily work
Ability to be highly productive and accurate
Ability to communicate with co-workers and customers, both internal and external, tactfully and cooperatively
Minimum Education, Experience Requirements
- High School diploma or equivalent
- 5+ years of call center or billing experience
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