Customer Billing Rep II

Duties

• Process customer transactions including billing, invoicing, initiating meter/service orders, updating customer records, and performing all related functions within the Customer Information & Billing System (SAP)
• Own advanced BPEM case work: triage, root-cause, and resolve complex exceptions (e.g., multi-contract accounts, unusual meter/read scenarios, rate/tariff edge cases), and recommend category or workflow enhancements to reduce recurrence
• Execute and monitor billing outsorting validations during individual or mass billing runs as needed; coordinate with Billing/DM/FICA when outsort thresholds trigger review
• Perform complex A/R reconciliations, research unapplied cash and credit balances, and finalize refund/transfer decisions within authorized limits
• Interpret and apply approved rate and tariff changes to complex scenarios; verify proration and adjustments for partial periods or mid-cycle price changes
• Serve as a peer mentor and quality reviewer (spot checks of bills, credits, and BPEM resolutions); provide feedback and job aids to strengthen team accuracy and cycle time
• Partner with Customer Service, Meter/Data Management, and Finance to resolve cross-functional issues; contribute to SOP updates and knowledge articles
• Support UAT for minor releases/patches impacting billing or BPEM categories; document test outcomes and defects
• Maintain strict adherence to PSC regulations, privacy/security protocols, and audit controls

Qualifications

• A total commitment to Chesapeake Utilities Corporation’s Mission, Vision and Values
• Advanced analytical/problem solving
• Ability to coach peers
• Clear written/verbal communications with customers and internal partners
• Working knowledge of applicable PSC rules
• Strong data integrity and documentation discipline
• Advanced knowledge of customer service, utility billing processes, and financial/accounting workflows
• Strong organizational, interpersonal, mathematical, analytical, and problem solving skills to manage a variety of responsibilities
• Maintain flexibility and attention to detail while managing multiple tasks simultaneously
• Dependable team player who supports colleagues and contributes to special projects or assignments when needed
• Ability to adapt to new technologies, equipment, and software updates with a willingness to learn continuously

Requirements

• Coursework or certification in accounting, business, or information systems; experience contributing to UAT or procedure design, preferred