Job DescriptionPosition Description Job Description (Assigned tasks are based on business needs and the employee''s performance.) 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. Analyzes new meter and sub-meter installation requests, generates new meter install work orders, ensures permits and inspection requirements have been met, meter size and location are correct, water house and sewer house connections are assigned to contract and released for service, and addresses are correct, including lot/block legal description, plumber information and permit issues resolved with Permits Services. Analyzes billing exception To Dos or Reports and processes the appropriate corrections to resolve billing problems on single, one-dial meter accounts and on complex accounts with multiple meters, and meters with multiple dials. Acts as a liaison with internal and external customers to resolve billing questions or problems. Assists with initial meter order requests; validates plumber, property and permit date; and issues appropriate work orders. Resolves customer, meter, or measurement data discrepancies and coordinates/communicates results to internal and external customers. Reviews and processes refund requests, verifying payments and preparing documents for supervisor''s signature Initiates field activities to test or to replace meters that are registering lower than normal usage and process updates needed in the billing system. Reviews and analyzes research requests involving address changes, inactive accounts, meter changes, meter test results, switched meters/remotes/end points, incorrect service agreement types, discolored water and any miscellaneous account problems. 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. 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. Schedules field inspections, investigations and additional field activities to resolve problems or discrepancies processed on accounts and follows up to ensure accounts bill accurately. Documents work performed in Customer Contacts, Comments or Notes, so that other employees are able to follow and to understand data edits or actions taken with respect to an account, service point, measurement or bill. Skills Required Ability to perform fact-gathering and data manipulation. Ability to analyze problems and take appropriate action within policy guidelines. Must have demonstrated PC proficiency in Microsoft Office (Windows, Word, Excel). Capable of adapting to change. Exhibits good customer service and interpersonal skills. Must be able and willing to sit for extended periods of time. Must be able to meet productivity standards (after training). Must be able to work onsite or remotely. The position is currently remote due to the COVID-19 pandemic; however, employees may be required to return to the office in the future. Is dependable; reports to work regularly and on time. Skills Preferred Experience Required Must have billing, collections or customer service experience. Must have experience working in an office environment and understands appropriate office etiquette. Experience Preferred Education Required High school diplom Education Preferred Some college preferred