Sr. Customer Relations Representative

This position has a progression.

PURPOSE STATEMENT:

The Sr. Customer Relations Representative (Customer Billing) is responsible for the timely and accurate billing of the Company's customers on a monthly or ad hoc basis. All billing is governed by current regulatory requirements (as applicable) as determined by the Hawaii Public Utilities Commission (HPUC) and/or contractual obligations entered into with the Company's customers.

MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

Performs all job duties and completes all work in a timely manner with accuracy associated with to include the following:
• Cycle billing (Utility and/or Non-Utility) in accordance with billing calendar
• Off-cycle billing (Utility and/or Non-Utility) on an ad hoc basis
• Resolution of Hi/Lo and other issue monitoring/investigation
• Provide notes and commentary in customer billing system to assist Customer Experience and other departments in understanding account billing history and status
• Tracking and analysis of rebills; determination of root cause of rebills and recommendations for process improvement to avoid future requirement for rebilled items
• Assists other Customer Relations Representative(s) with all deviations/discrepancies in matters of billings.
• Through analytical review and investigation within the various relevant Hawaii Gas departments, ensuring that the information driving each customer bill is reasonable and in line with expectations for customers being billed.
• Works internally within the Customer Billing Department and with other Company departments to identify recurring billing errors and assists with correcting underlying issues.

OTHER FUNCTIONS/RESPONSIBILITIES:

• Effectively works as a team member; provides feedback to the supervisor on ways to improve the effectiveness of billing processes. Discusses or refers issues that he/she cannot resolve with/to the supervisor or manager to ensure proper and efficient customer service.
• Cooperates to the fullest in the promotion of safety, safe work habits, and good housekeeping to include the reporting and rectifying, as qualified, any unsafe conditions or act. Maintains all EH&S training on a current basis.
• Performs all other related duties as instructed by supervisor/manager.

Required Education:

• High school diploma or GED.

Required Work Experience

• At least two (2) years successful and progressive experience in clerical accounting work and customer service, not less than six months of which must have been as a Customer Relations Representative, Grade 4 or other bargaining Grade 4 clerical position; experience in accounting or business administration. Thorough knowledge of the methods, practices, and procedures of the work involved.
• Knowledgeable in basic commercial accounting principles with demonstrated accuracy and rapidity in making computations and in balancing accounts.
• Demonstrated ability to effect maximum efficiency, to meeting work deadlines, to coordinate work assignments as well as to analyze a problem situation and through a process of trial and error, determine which component of the system is not working.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures or governmental regulations relating to this activity.
• Ability to write reports, business correspondence and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.