Customer Billing Representative

Energize your future by joining our team at Northern Virginia Electric Cooperative (NOVEC)! NOVEC's mission is to create value for its members, employees and communities by providing safe, reliable electricity and quality products at competitive prices.

NOVEC is a locally owned electric distribution system headquartered in Manassas, VA. NOVEC provides reliable electric service to more than 180,000 homes and businesses in Clarke, Fairfax, Fauquier, Loudoun, Prince William and Stafford counties, the City of Manassas Park, and the Town of Clifton. NOVEC's service reliability is the best in the region with a 99.99% average system reliability.  

As a leader on the high-tech frontier, NOVEC is using proven, cost-effective technology to improve productivity and reliability, reduce expenses, and increase cybersecurity – a national priority. Today’s technology includes what the industry calls "smart grid", as well as fiber optics, and mobile workforce.

OVERVIEW:

The Billing Customer Care Representative will play a critical role in generating timely and accurate billing statements and maintaining overall billing integrity. A strong emphasis will be placed on ensuring billing accuracy through meticulous review and problem-solving discrepancies. The representative will need to possess exceptional attention to detail and a proactive approach to identifying and rectifying potential errors. The representative will help resolve billing inquiries and complaints as necessary in accordance with Corporate Billing Customer Care objectives.

DUTIES AND RESPONSIBILITIES:  Other related duties may be assigned. An individual must be able to perform each essential duty satisfactorily and effectively. Reasonable accommodation may be available to enable individuals with disabilities to perform essential functions.

• Analyze customer billing accounts' usage data and rate structures to ensure accuracy and compliance with utility policies and regulations.
• Responsible for the accurate and timely completion of assigned billing tasks, cycles, and billing escalations in accordance with NOVEC policy, practice, and customer service objectives.
• Partner with customer service, metering, and field services teams to identify and resolve issues for billing accuracy or timeliness.
• Document task progress in tracking systems to ensure assigned duties are completed. Report any issues during the billing process to the correct person for resolution and notification.
• Perform tasks as assigned, including emails, billing assignments, spreadsheet and letter creation, document scanning, etc.
• Keeps record of customer interactions, transactions, comments, and complaints in the appropriate customer information system (CIS).
• Accurately schedule service connects, disconnects, transfers, and meter checks.
• Works independently to make decisions while recognizing the business and customer needs. Must possess strong customer service skills and could work in a team environment.
• Ensure internal and external customers are provided with complete and accurate information and are treated with the utmost courtesy and respect.
• To handle customer inquiries promptly, utilize various computer applications, including but not limited to Ring Central, NISC, Equifax, etc.
• Maintains internal and external work relationships that reflect on the company and the Cooperative, necessary for billing customer care excellence in accordance with corporate objectives.

EDUCATION AND EXPERIENCE:

• A High School diploma or recognized equivalent is required. 
• A minimum of three years of previous utility billing experience is required.

KNOWLEDGE, SKILLS & ABILITIES: 

• Ability to review and analyze customer accounts by using listening skills, interpret information in system applications, and relay information to customers.
• Must possess highly developed math skills and the ability to analyze billing and variance reports.
• Ability to create correspondence by typing a minimum of 40 wpm, calculate billing adjustments, and respond to emails through proficient use of word processing, spreadsheet, and other applicable system applications.
• Ability to use proper phone etiquette while answering incoming calls from external and internal customers.

WHAT WE OFFER:

• Competitive pay
• Premier health benefits, including an onsite wellness center
• Survivor and Disability benefits
• 401(k) retirement plan with a 4% base salary match and an additional match of your contribution at a rate of 50% up to the first 12%
• Life insurance
• Vacation, Sick and Holiday Leave
• Educational Assistance
• Annual Company Events

If you're ready to take the next step towards advancing your career, apply today! NOVEC is an equal opportunity employer and participates in E-Verify. We do not provide sponsorship for this position.

Starting pay for this position is established by the applicable collective bargaining agreement and is not negotiable. Employees will be compensated in accordance with the wage schedule and applicable provisions of the collective bargaining agreement.