Washington Suburban Sanitary Commission (WSSC) Account Specialist-Customer Service Billing in Laurel, Maryland
Functional TitleAccount Specialist-Customer Service Billing
Recruitment Category TypeStandard
Functional CategoryCustomer Service
Number of Vacancies1
Job Description Summary
Organization NameBilling & Revenue Protection
Reports toSupervisor, Account Services
Full or Part TimeFull Time
If Part Time how many hours per week
Regular or TemporaryRegular
Position End Date (if temporary)
Mon-Fri: 8 am-4 pm
The Account Specialist evaluates and approves or makes recommendations for approval of complex adjustments. Investigates and takes necessary actions to bill customer accounts accurately as well as reviews, analyzes and processes refund requests, and makes recommendations for payments. Handles a wide range of special duties such as: daily review of customer credit bills, scheduling necessary field activities, and communicating with Utility Service and Customer Service employees.
Analyzes and approves billing adjustments and corrections up to specified dollar amounts
Schedules field inspections, investigations and additional field activities to resolve problems or discrepancies on accounts; ensures accounts are billed accurately
Initiates complex adjustments to customer accounts, evaluates and processes complex adjustments to resolve billing problems
Assigns and researches refund requests from Customer Service Advisors
Reviews CS216 Possible Illegal Report, CS241 Daily Exception Report (Quarterly), CS247 Open Field Service Report, CS255 Accounts Exceeding Normal Billing Cycle Report (Quarterly), and CS259 Outstanding Adjustments Over 30 days; takes action to bill accounts; follows up on scheduled field activities
Assists with initial meter order requests; validates plumber, property and permit data; and issues appropriate work orders
Resolves data discrepancies and coordinates/communicates results to internal and external customers
Performs technical and routine work on computers, programs, and applications such asCSIS,MMIS,PPISand Microsoft Office
Reviews credit bills and follows-up on scheduled field activities to ensure accuracy prior to distribution to customers
Reviews, analyzes and processes approximately 40 different adjustment types
Reviews and processes approximately 60 refund requests each week
Initiates and processes work orders to test or replace meters when needed
Serves as a liaison between Permits Services Unit, otherWSSCsections, and customers
Performs field service projects as assigned (i.e. Charitable Account Review, Bill Station Review, Maintenance Turn on/Turn Off Review, etc.)
Assists with training new employees and other staff
Assists field service associates with processing of activities
Creates training manuals and quick reference information sheets for adjustments
Assists Call Center during peak hours
Performs other related duties as assigned
Work Environment And Physical Demands
Work is primarily performed in office environment
Required Knowledge, Skills, And Abilities
Good knowledge of business arithmetic and English
Knowledge of software packages such as Microsoft Office Excel and Word
Thorough knowledge ofWSSCadjustment policy,WSSCCode and plumbing regulations pertaining to customer billing and account adjustments, and office procedures
Ability to perform moderately complex arithmetical computations with speed and accuracy
Ability to review and analyze detailed information
Ability to evaluate information and make sound decisions under time constraints
Ability to understand and follow complex verbal and written instructions
Ability to adapt to frequent changes in processing daily work
Highly productive and accurate
Possesses tactful and collaborative skills
Minimum Education, Experience Requirements
High School diploma or equivalent
5 years of call center or billing experience
Must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays and mandatory overtime as part of a 24-hour 7-day operation
Completion of the Washington Suburban Sanitary Commission Financial Disclosure statement within 30 days of employment and annually thereafter
Salary$25.80 - $39.38 plus shift differential
It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission.
Open Until FilledNo
Special Instructions to Applicants
Required fields are indicated with an asterisk (*).
*Do you have a High School diploma or equivalent?
*Do you have 5 years of call center or billing experience?
*Employees must be able to work rotating shifts including weekends, holidays and mandated overtime as part of a 24 hour 7day operation. Will you be able to meet this requirement?
*Will you, now or in the future, require sponsorship for employment visa status?
Are you an honorably discharged veteran of the United States armed forces who was a bona fide resident of the state of Maryland when you entered the U.S. military?