The Customer Account Resolution Representative performs routine customer contact and/or customer account-related functions, including but not limited to interpreting, analyzing, and resolving billing and/or credit issues on customer accounts. Customer contact may be required via telephone, written communications, reporting, and/or notification from internal/external sources. This position may be responsible for more than one specialty area within Customer Account Resolutions, including Credit and Collections.

MINIMUM QUALIFICATIONS

Previous experience in a customer service, administrative or a professional environment preferred. A high school diploma or GED is required. This position must possess strong interpersonal skills and the ability to communicate effectively with internal and external customers. This position must be able to work in a team environment. This position must be able to analyze data and make decisions based on their analysis. Highly detailed oriented individual. Proficiencies in computer, basic math, and business communications, problem-solving, the ability to prioritize workload, multi-task, organizational skills, and the ability to adapt to changes in technology and processes is required. Must meet Company established keyboarding and skills standards for position. Successful completion of company required training.

TYPICAL JOB FUNCTIONS

(Responsibilities/duties performed)

• Perform customer contact (internal/external) and/or customer account-related responsibilities via telephone, in person and/or in writing, reporting, and/or notification from internal/external sources
• May assist customers with online resources
• Provide information, research accounts, respond to and/or resolve billing/rate inquiries and discrepancies, schedule orders to establish and disconnect service, make payment arrangements, perform credit, collection, and billing functions, handle illegal usage accounts, perform cashiering, and accurately prepare bank deposits
• Analyze and resolve customer concerns and/or customer account discrepancies while simultaneously exercising good judgment, applying experience and knowledge
• Handle emergency phone calls as applicable
• Multi-task in an environment with fluctuating workload, working independently or as a member of a team interfacing with customers, co-workers, supervisors, and other department personnel
• Interpret, follow, and apply all Tariffs, Company rules/policies, standard practices for multiple states and jurisdictions
• May provide training and share knowledge with department and company employees as required
• Moderate to heavy use of multiple computer systems/applications simultaneously and accurately
• Complete assigned duties accurately and efficiently while adhering to production and quality standards
• Consistently demonstrate a level of excellence in customer service skills including tact and diplomacy when interacting with customers, peers, and management
• Review numerous and varying reports/exceptions related to customer accounts and requests; gather and analyze data required to identify the appropriate course of action and take steps required to resolve while ensuring a positive customer experience and compliance with laws, policies, and regulations
• Process special customer program requests/applications (such as: discount, notification, and payment programs) while ensuring compliance with each program’s guidelines
• Process different forms of customer account security, such as: bonds, Letters of Credit, Letters of Guarantee, etc.
• Interact with legal entities, municipalities, customers, and other departments to update and maintain customer account information ensuring integrity of the customer database
• Review, accurately interpret and complete associated processes for a wide variety of legal documents (such as: bankruptcy, identity verification, identity theft, power of attorney, receiverships, residency/ownership, etc.) to determine and take the appropriate action(s) which complies with legal and regulatory requirements and protect customer, ratepayer, and Company interests
• Review and take appropriate action on outstanding customer debts and refunds
• Provide support to assistance agencies who pay customer bills; this includes, but is not limited to, assisting them with the Agency Pledge Portal for inquiries/pledges, providing information not available in the Portal, updating customer accounts to accurately reflect payment commitments and payments received and ensuring any refunds are generated to the appropriate party
• Work closely with Regulatory and Public Affairs on federal and state funded customer payment assistance programs to ensure adherence to the funding program criteria and accurate processing of funds to customer accounts
• Review and handle daily billing and service order exceptions by investigating and analyzing; make account corrections as needed
• Create, schedule, and process service orders
• Analyze low or high usage on customer accounts and take action as needed
• Research, calculate and complete billing adjustments
• Handle customer requests to create/update summary billing
• Review tax exemption requests; process tax exemption in associated Customer Information Systems and perform any resulting billing adjustments; work with customer to resolve incorrect or incomplete paperwork
• Review and process landlord agreements
• Work with the IT Support Team to determine areas of improvement and system fixes
• Work with and assist internal customers with account remediation
• Maintain and safeguard confidential information as mandated by federal regulations and Company standards
• Perform other duties as assigned
• Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

$21.37 - $28.12

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.