Customer Service and Billing Supervisor

CUSTOMER SERVICE AND BILLING SUPERVISOR

The Customer Service and Billing Supervisor oversees and coordinates activities of Customer Service Representatives, Collection Specialist and functions of the Customer Care Department. Additionally, the role is responsible for routine and complex analysis of meter reads, exception reports, pre-bills and final bills to ensure the accurate and timely delivery of all monthly and quarterly bills to customers. The Customer Service and Billing Supervisor processes and performs all customer service related responsibilities for the electric and water utility, including responding to difficult customer complaints and questions, as directed by the Director of Customer Care.

 

EDUCATION, EXPERIENCE, AND MINIMUM REQUIREMENTS

  1. Bachelor’s degree (B.A./B.S.) and a minimum of two years supervisory experience and/or training, or;
  2. Associates degree and five (5) years’ experience, or;
  3. Ten (10) years’ experience in customer service related position
  4. Excellent interpersonal and communication skills
  5. Excellent problem solving and math skills
  6. Skilled MS Excel user
  7. Prior utility experience a plus
  8. Bilingual Spanish speaker a plus

JOB SPECIFICATIONS

  1. Knowledge of or ability to learn computerized customer accounting system.
  2. Ability to perform mathematical calculations and analysis with regards to customer accounts and consumption.
  3. Ability to answer the telephone in an informed and professional manner.
  4. Ability to remain calm and professional when dealing with difficult customers.
  5. Ability to handle confidential information with discretion.
  6. Ability to handle and collect money with integrity including operation of cash register.
  7. Ability to work with hardship customers sensitively.
  8. Ability and mental stamina to follow up on all aspects of the position.
  9. Ability and mental stamina to relate and interface well with coworkers, customers, financial institutions, vendors and attorneys.
  10. Ability to supervise and coach Customer Service support staff, including performance management, work flow and disciplinary actions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  1. Performs all the duties of the Customer Service Representatives.
  2. Review daily bank deposits for accuracy.
  3. Maintains billing records, daily cash entries, and security deposits.
  4. Verifies cash drawer operation and receipts daily.
  5. Reviews billing and management of accounts to assure accuracy. Reviews and coordinates billing data with metering department in order to accurately render customer bills.
  6. Supervises the posting of payments and adjustments.
  7. Recommends improvements to the billing, collection and customer service systems to streamline customer service operations.
  8. Produces reports, tables, and statistics related to the Customer Care Department, as directed by the Director of Customer Care and/or the General Manager.
  9. Prepares work schedules, and expedites workflow.
  10. Conducts annual performance reviews for Customer Service Representatives and Collection Specialist. Recommends disciplinary action as necessary.
  11. Is responsible for safe and efficient operation of Customer Care Department.
  12. Handles all contact with customers and the public in a respectful and courteous manner.
  13. Performs any other duties assigned by the Director of Customer Care and/or the General Manager, including working in another Department under another job description if required and qualified.

 

SNEW offers a competitive salary plus a comprehensive benefit package. An application is available at South Norwalk Electric and Water, One State Street, Norwalk, CT 06854 or on the Employee Application link on our website at www.snew.org. Please email all applications to hr@snew.org. Applications must be submitted by December 3, 2020 for consideration. EOE

Job Details

Category
Status
open
Closing
December 03, 2020

GENERAL MANAGER / CEO

South Norwalk Electric and Water

General Manager/Chief Executive Officer

South Norwalk, CT. The General Manager/Chief Executive Officer provides leadership and strategic direction resulting in superior service and competitive water and electric rates for the customers and residents of the Second Taxing District in Norwalk, CT. The Second Taxing District owns and independently operates South Norwalk Electric and Water (SNEW), a water and electric utility. The utility serves 6,500 customers with electric in South Norwalk and over 9,500 customers with water throughout sections of South Norwalk, East Norwalk, West Norwalk, Rowayton, Silvermine and Wilton.

• Established in 1913 by a special act of the Connecticut State Legislature, the SNEW is governed by a board of 7 elected commissioners who have the authority to handle the affairs of the organization similar to duties of municipal elected officials. The General Manager/CEO reports to the Board of Commissioners. There have been only two General Managers/CEOs in the last 50 years.

• Candidates must have a bachelor’s degree in engineering, business administration, computer science or related field. An MBA and/or Professional Engineering designation is preferred. Candidates must also have significant experience in developing and implementing a strategic business plan, infrastructure development, maintenance and replacement and multi-year fiscal planning and management. Candidates must also have experience in establishing and maintaining a culture that is customer focused and collaborative with both the staff and the commissioners.

• The SNEW has a total 2019-2020 budget of $26 million and 38 full time employees. Direct reports to the General Manager/CEO include Director of Water Operations, Director of Electric Operations, Director of Finance and Services, Director of Customer Care, Key Accounts Manager and Office Manager/Executive Assistant.

Starting salary range: $200,000 – $250,000 +/- DOQ. Residency within a reasonable commuting distance. Candidates should apply electronically no later than February 24, 2020 with resume, cover letter and contact information for 5 work related references to www.GovHRjobs.com to the attention of Heidi Voorhees and Lee Szymborski, GovHR USA, 630 Dundee Road #130 Northbrook, IL 60062 Tel: 847-380-3240.

Click To Apply

 

Job Details

Category
Status
open
Closing
February 24, 2020

Facilities Maintenance

SOUTH NORWALK ELECTRIC AND WATER

 

South Norwalk Electric and Water, a water and electric utility owned and operated by the Second Taxing District, Norwalk, Connecticut, is currently accepting applications for the following position:

FACILITIES MAINTENANCE

 

Job Description: Primarily responsible for custodial and maintenance support in all offices and facilities operated by South Norwalk Electric & Water to ensure a clean, comfortable and safe environment.

 

Duties include, but are not limited to:

  • Ability to perform all types of cleaning services such as vacuuming, cleaning of bathrooms, emptying trash, dusting desks and replenishing supplies as needed.
  • Perform minor building repairs such as changing light bulbs and ballasts and painting walls, trim and ceilings as directed.
  • Must be able to bend, reach and lift 100 lbs. or less on a daily basis.
  • Set up chairs and conference tables for meetings.
  • Organize and order office and cleaning supplies.
  • Perform messenger service including mail pick up daily, bank runs, interoffice mail delivery and other errands as directed.
  • Must be able to work independently with minimum supervision.

 

Requirements:

  • High school diploma or general education degree (GED)
  • Valid Driver’s License with a clean driving record.
  • Ability to communicate in English, both written and verbal.

 

SNEW offers a competitive salary plus a comprehensive benefit package. The application is available at South Norwalk Electric and Water, One State Street, Norwalk, CT 06854, or on our Website at www.snew.org. Applications must be submitted by July 9, 2019 for consideration. EOE

Job Details

Category
Status
open
Closing
July 09, 2019