Billing Representative

Position Summary

The Billing Representative III serves as a subject‑matter expert for complex billing scenarios, rate structures, and dispute resolution. This role supports batch billing, UAT for system changes, reporting, and cross‑functional initiatives to improve accuracy, timeliness, and customer satisfaction.

Key Responsibilities

• Resolve complex issues (back‑billing, multi‑meter accounts, tax/exemptions, rate disputes, move‑in/out overlap).
• Execute pre‑bill validations and post‑bill audits; investigate anomalies and coordinate corrections across teams.
• Perform UAT for CIS/rate table changes; document test cases/results and recommend go/no‑go.
• Prepare routine dashboards (adjustments, exceptions, re‑bills) and contribute to root‑cause analysis and process fixes.
• Mentor Rep I/II; deliver refresher training and QA feedback; act as escalation point for difficult cases.
• Assist with compliance requests and records for audits and regulatory inquiries.

Qualifications

• 2–4+ years of utility billing/customer care with deep knowledge of rates, adjustments, and billing controls.
• Advanced CIS navigation and strong Excel/reporting skills; AMR/AMI exception handling experience.
• Strong analytical and communication skills; calm, professional approach with customers and stakeholders.

Education & Certifications

• Associate’s degree required; Bachelor’s preferred in Business, Accounting, or related field.

Skills & Competencies (CLEAR Values)

• Collaboration — partners with Customer Care, Field Operations, Metering, and Finance to resolve issues quickly.
• Leadership — takes ownership of outcomes; (Supervisor) coaches and develops team members.
• Excellence — maintains accurate records and audit‑ready documentation; follows SOPs and controls.
• Accountability — meets cycle deadlines, quality targets, and service levels; uses KPIs to drive improvement.
• Respect — communicates clearly and professionally with customers and colleagues.

Work Environment & Physical Requirements

Office/remote environment with extended screen time. Peak workloads during billing cycles and month‑end close. Reasonable accommodations may be made for qualified individuals with disabilities.