Customer Service Representative I - Revenue in Fairfax, Virginia at Fairfax Water

Under close supervision of the Supervisor, Revenue Management performs billing or collections procedures required to efficiently, accurately, and completely record revenue.

Individuals in the Customer Service Representative I - Revenue position will function in either the Billing or Collection roles. All positions will be required to perform the following basic responsibilities as well as the additional responsibilities listed under the Billing or Collections roles.

• Answers customer questions concerning services, billing, and payment, lien law requirements, water quality, water pressure, plumbing, and other water related concerns.• Researches customer information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
• Assists with opening, closing, and modifying customer accounts.
• Opens, closes, and modifies service orders.
• Schedules field work appointments to include office re-reads, door tags and delinquent account disconnections.
• Processes exception reports and completed work orders within department’s standards.
• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Performs other duties as assigned or required.

Billings

• Reviews high and low consumption readings, suspended bills, and other various system billing reports to determine course of action necessary to correct or adjust the account to bill. Creates field service orders in order to obtain information necessary to bill the account.
• Performs billing adjustments to resolve routine billing errors, including reinstatement of accounts, and courtesy leak adjustments.
• Analyzes billing exception reports for billing abnormalities with special emphasis on implausible accounts.
• Coordinates retail bill production by working closely with Field Services.

Collections

• Performs payment collection activities including outbound customer contacts, payment extensions, disconnections, and liens.
• Assists with evaluating lien collection reports.
• Monitors outstanding account balances for determination of next steps in the collection process.
• Sends returned payment and disconnection notices.
• Processes returned mail.

• Graduation from high school and a minimum of two years related experience within a customer service department.
• Ability to effectively plan, organize, and communicate orally.
• Ability to effectively communicate with co-workers in writing.
• Ability to perform accurate basic mathematical computations.
• Ability to establish and maintain productive working relationships.
• Proficiency with a personal computer and ability to quickly learn software applications.
• Ability to respond to emergencies and work overtime when necessary
• Must pass a controlled substance (drug) test for employment.