The
Billing Associate is responsible for investigating and performing in-depth analysis and research. Processes and responds to a various routine and moderately complex billing adjustments, inquiries, and routine correspondence.
Essential Functions
- Analyzes and processes work orders and field activities, such as in-house review, repair work, final readings, true readings, meter changes, turn-ons, turn-offs, check readings, reset/sticker remotes, and inspections to ensure timely and accurate billing of accounts
- Reviews demolition requests and coordinates compliance activities with regulatory services, utility services, billing and revenue protection and plumbers prior to issuing demolition letters to county agencies and customers
Analyzes new meter and sub-meter installation requests and generates new meter install work orders, ensuring permits and inspection requirements have been met, meter size and location are correct, WHC/SHC are assigned to contract and released for service, and addresses are correct, including lot/block legal description and plumber information and permit issues resolved with permits services
Collects customer bills and various reports from the print shop and information technology
Reviews and processes refund requests
Researches accounts and performs quality assurance review of certain customer bills to interpret payment history, adjustments, and activity such as name changes and final bills
Analyzes and responds to routine correspondence and phone calls about various customer account issues such as payment arrangements, account maintenance fees, and bank errors
Refers meter leaks, dangerous areas, and problems requiring immediate attention to emergency services and follows-up to ensure activities are updated in the appropriate systems
Serves as a liaison between the Prince George’s County Office of Code Enforcement, WSSC Water General Counsel’s Office, customer service, utility services and IT in the processing of various county requests
Schedules field inspections, investigations and additional field activities to resolve problems or discrepancies processed on accounts and follows up to ensure accounts bill accurately
Other Functions
- Provides training to employees, temporary staff and interns as needed
- Maintains routine alphabetical and/or chronological files and/or records
Coordinates with records management and compliance prior to sending files off-site for storage
Provides switchboard coverage as needed
Analyzes, reviews, and processes E-Z Pay applications for internal customers, automatic debit payments, debit requests and investigates and responds to general E-Z Pay inquiries
Procures office supplies for billing & revenue protection division
Performs other related duties as assigned
Work Environment And Physical Demands
Work is performed in a business casual office environment.
Required Knowledge, Skills, And Abilities
- Ability to gain and maintain thorough knowledge of CSIS and MMIS database systems
- Proficient in the use Microsoft Word and Excel
Good knowledge of business writing and math, for preparation of letters, memorandum and other documents
Good customer service and interpersonal communication skills
Good knowledge of office policies, procedures and regulations
Ability to adapt to frequent changes in the processing of daily work
Ability to perform fact-gathering and data manipulation to develop and compile various reports
Ability to analyze problems independently and take appropriate action within policy guidelines
Minimum Education, Experience Requirements
- High School diploma or equivalent
- 3+ years’ customer service or administrative experience that involved use of business software and information systems
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