Position InformationFunctional TitleBilling & Revenue Protection Account SpecialistRecruitment Category TypeStandardFunctional CategoryCustomer ServiceGradeUO.09FLSA StatusNon-ExemptRequisition Number25-0021Number of Vacancies1Job LevelNon-ManagementJob CodeN/AJob Description SummaryOrganization NameBilling & Revenue ProtectionReports toSupervisor, Billing & Revenue ProtectionFull or Part TimeFull TimeIf Part Time how many hours per weekRegular or TemporaryRegularPosition End Date (if temporary)Work ScheduleMonday-Friday 8:00am – 4:30pm with additional hours as neededPosition LocationLaurelPosition Summary InformationGeneral SummaryThis position is open to current WSSC Water employees onlyTheBilling & Revenue Protection Account Specialistevaluates and approves or makes recommendations for complex adjustments and makes cancellations and corrections to customer accounts. The Billing & Revenue Protection Account Specialisthandles a wide range of special duties, communicates with utility service and customer service employees, and processes customer activities.Essential Functions
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 processed on accounts
Initiates complex adjustments to customer accounts, evaluates and processes complex adjustments as required to resolve billing problems
Logs-in work orders and research requests in an Microsoft Excel spreadsheet and assigns to account specialists
Assigns and researches refund requests that are submitted by customer service advisors
Reviews various weekly, monthly, and quarterly reports for accuracy
Takes action to bill accounts and follow-up on any scheduled field activity
Acts as a liaison with internal and external customers to resolve billing questions or problems
Assists with initial meter order request, 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 using personal computer, CSIS , MMIS , PPIS and Microsoft Office
Reviews credit bills and follows-up on scheduled field activities to ensure accuracy before mailing to customer
Reviews, analyzes and processes approximately 40 different adjustment types
Reviews and analyzes research requests which includes processing and updating information for
Reviews and processes approximately 60 refund requests each week
Verifies payments, updates information in CSIS and Microsoft Money, runs reconciliation document for supervisor’s signature
Initiates work orders to test or replace meters that are registering lower than normal usage process work orders
Verifies Maryland Park and Planning Premise address information, serves as a liaison between permits services unit, customers and other WSSC Water units, research information using MNCPPC , USPS website and Google Maps, to ensure premise addresses are correctly updated in CSIS and PPIS
Other Functions
Performs related field service projects as assigned (i.e. charitable account review, bill station review, maintenance turn on/turn off review, etc.)
Assists with training of 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 DemandsWork primarily performed in office environment.Required Knowledge, Skills, And Abilities
Good knowledge of business arithmetic and English
Knowledge of software packages such as Microsoft Excel and Microsoft Word
Ability to gain thorough knowledge of WSSC Water adjustment policy, WSSC Water Code and plumbing regulations pertaining to customer billing and account adjustments, and office procedures
Ability to make moderately complex arithmetical computations with speed and accuracy
Ability to analyze detailed information thoroughly
Ability to evaluate varied information and make decisions under time constraints
Ability to understand and follow complex verbal and written instructions
Ability to adapt to frequent changes in processing of daily work
Ability to be highly productive and accurate
Ability to communicate with co-workers and customers, both internal and external, tactfully and cooperatively
Minimum Education, Experience Requirements
High School diploma or equivalent
5+ years of call center or billing experience
Additional Requirements
Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter
Employees must be able to work rotating shifts, primary workplace or remotely/telework, including weekends, holidays and mandated overtime as part of a 24-hour 7-day operation
PreferencesAdditional billing or customer service experience preferred.Salary$28.34 - $48.18Posting Detail InformationEEO StatementAN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER 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.Close Date08/14/2024Open Until FilledNoSpecial Instructions to ApplicantsAdditional InformationThis position is open to current WSSC Water employees only.All applicants selected will be subject to drug screening and a background check/verification.This position is a Union position represented by International Brotherhood of Teamsters.Supplemental QuestionsRequired fields are indicated with an asterisk ().
Are you a current WSSC employee?
Yes
No
Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran?
Yes
No
Applicant Documents
Required Documents
Resume
Optional Documents