Customer Account Specialist

1 week ago

Concord, United States Unitil Service Corporation Full time

Our Company

More than a utility company, Unitil provides energy for life.

Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.

Take advantage of a comprehensive benefits package.

Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.

*Note: Benefit offerings may differ between union and non-union employee groups.

Position Purpose

Responsible for ensuring all new and existing customer accounts and locations are correctly set-up within the Customer Information System to safeguard the integrity of our billing in relation to the appropriate allocation of Sales Tax. Support and communicate with key stakeholders, to include: Accounting, Internal Audit, Distribution Operating Companies, Business Development, and Customer Operations regarding their role in the Sales Tax process. Dedication and support to Billing processing and procedures as well as company tariffs, regulatory requirements and audit requirements to ensure the accurate and timely corrective billing of all customers.

Principal Accountabilities

% of time

End Results



50%

Sales Tax Operational Performance:

Review Daily Meter Set Reports in territories where Sales Tax is required to analyze new location and new customer set up to verify the appropriate application of Sales Tax. Inclusive of Rate Classification and Set-up, Billing of Sales Tax, Exemption Certificate management, and Sales Tax Exemption Status.
Queries & Controls - Monitor accuracy of sales tax status/billing in territories where sales tax is required by running and analyzing established controls and queries. If issues are identified they will be fixed and feedback given as appropriate.
Respond to customer inquiries through management of the sales tax inbox, regular mail and verbal communication as necessary determine status of rates and sales tax billing
Update customer status within CIS regarding sales tax exemptions on an on-going basis, to include the Massachusetts annual renewal process; review and process all sales tax abatements.



30%

Billing Operational Performance: Works closely with Billing team members, Billing Supervisor, Operations, Metering, AMI, Cash and other cross functional areas to ensure timely and accurate corrective billing of customers as needed, along with training. Ensure all corrective bills are processed according to Unitil procedures, Sarbanes Oxley and Regulatory requirements. Provides operational back-up for other Specialists and Associates as needed.

Primary billing support as needed including daily pre-work, edits, reporting, etc.
Secondary responsibility for corrective billing in all routine and escalated scenarios.
Supports Billing Associates by reviewing special situations, determining corrective actions required and assuming responsibility of completion of all corrective billing.
Utilizes expertise of systems and processes to provide accurate and timely corrective bills.
Works closely with cross functional departments to identify and resolve issues affecting the corrective billing of accounts and utilizing empowerment and decision-making authority as applicable.
Partners with Reconciliation team to ensure corrective billing is properly adjusting all billing components and applicable revenue.
Collaborates with Customer Service, Credit, Operations and other departments as needed.
Responsible for maintaining procedures surrounding corrective billing



10%

System & Process Improvement:

Works closely with Management and IT department to identify system limitations encountered while processing corrective billing
Supports CIS support and enhancement work, to include billing and testing of code/configuration changes for Unitil.
Clearly communicates all issues with IT Department in a timely manner. Coordinates, confirms and communicates resolution of sales tax & corrective billing issues between Unitil IT and all involved departments.
Utilizes system and process knowledge, problem solving, critical thinking and empowerment to ensure all corrective billings/Sales tax are accurate and timely.
Identifies errors and gaps in original billing processing structure and suggests process improvements aimed to reduce need of future corrective billing



10%

Other Duties as Assigned:

Support billing team on special assignments
Coaching / Training of billing associates – assist in ongoing process improvement of daily work
Support billing daily audit tracking, and other billing team daily / weekly functions

Qualifications

2 years of experience in Utilities or related field
Excellent Oral and written communication skills
High degree of analytical and logical problem-solving skills
Excellent PC and organizational skills
Ability to work in a changing environment
Ability to work independently and with little guidance
High pressure, deadline sensitive, extended work schedule may be required
Preferable- Associates Degree and/or working towards degree with equivalent skills in financial/accounting analysis




Unitil is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.Last Updates: 06/12/2024

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