Representative - Customer Billing

Overview

Analyze billing data, resolve billing issues, and process adjustments for utility customers.

Key Responsibilities

• billing
• rate calculation
• work orders
• data security
• interdepartmental liaison
• schedule adherence

Tasks

-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. -Customer Billing Representatives may assist with updating of Billing procedures -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. -Billing Inbox Tasks

Requirements

• high school
• excel
• sap
• 1-3 years
• communication
• problem solving

What You Bring

-Required Education:High school diploma or equivalent GED -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 skillsEffective 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 applicationsMust possess superior arithmetic skills and ability to use a calculatorMust have good organizational skills and the ability to handle multiple tasks with frequent interruptionsMust be highly productive and results oriented -Must have good organizational skills and the ability to handle multiple tasks with frequent interruptions -Experience/Training:1-3 years of experience working in a customer service /billing environmentMust 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 -Must possess superior arithmetic skills and ability to use a calculator -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 -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 ReviewImplausible Meter ReadingsOut-sortsEMMA Billing ErrorsEMMA Invoicing ErrorsDevice Errors (including meter change errors and mixed meter corrections)Billing adjustmentsBilling editsUsage analysisRate changesUnmetered ServicesRecalculation of billsBilling Inbox Tasks -Must be proficient in use of the SAP customer information system or demonstrate the ability to learn -Device Errors (including meter change errors and mixed meter corrections) -Implausible Meter Readings -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. -Customer Centric (internal and/or external) -Must be highly productive and results oriented -Strong PC skills are required along with proficient knowledge and use of Microsoft Excel and Word applications -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. -High school diploma or equivalent GED

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Benefits

-Unmetered Services

About Avangrid

-Born in 2015 from a merger with UIL Holdings, creating a national powerhouse from regional utilities. -Headquartered in Orange, Connecticut, with operations in 24 U.S. states. -Its utilities arm manages eight electric and natural gas systems. -Projects include onshore wind, solar, biomass, thermal plants, and grid upgrades. -Fully acquired by Iberdrola in late 2024, enhancing investment potential. -Key ventures include the nation's largest offshore wind project and the Maine Power upgrade. -Combines local legacy with large-scale clean energy ambition.

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