Job Description:
- Under limited supervision, responds to a broad array of residential and/or commercial customer inquiries, billing support services and credit and collection activities.
- Work requires an advanced knowledge of JEA's customer and billing policies to include customer programs, offerings, rates, billing methodology and credit programs and policies.
- Work will require the ability to successfully utilize JEA's customer and billing programs which include but are not limited to CC&B (Customer Care & Billing), MDMS (Meter Data Management System), 3rd Party credit identification programs and FMS, to complete assigned work.
- This position requires advanced analytical and human interaction skills to resolve complex customer, billing, credit, collections and lost revenue issues and projects.
- Work will require the ability to utilize both customer information and billing data to exercise independent judgement to resolve problems, follow up to solve complex problems and identify and recommend responses to new and unusual circumstances.
- Position is expected to function with a high degree of independence to effectively resolve issues.
- Position functions as the Subject Matter Expert (SME) to recommend and develop new processes and policies as well as participate on teams for system upgrades and completions.
- Completed work may be evaluated periodically for effectiveness in meeting policies and established guidelines.
- Regular contact within other workgroups may be required to coordinate effective solutions.
- May be required to work a flexible schedule and/or extended hours in emergency situations to provide continuous customer service.
- Serves as the subject matter expert for their area of responsibility.
- Works within a customer billing database to research account activities, actions and activities.
- Solves complex problems within established parameters and identifies and recommends responses to new and unusual circumstances.
- Employs analytical skills to review account activities, determine root causes and provide solutions to customers for complex problems and situations.
- Completes all necessary actions to resolve the customer's need, including but not limited to: updating systems or applications, outage reporting and status updates, creating cases, and/or escalating cases to other groups or individuals.
- Prepares, composes, and disseminates business correspondence to customers using scripted and free-form documents.
- Operate standard office equipment and use required software.
- Ensures compliance with audit and regulatory procedures and adherence to compliance guidelines.
- Handles complex customer escalations and dispute cases.
- Participates in systems or process testing of new software, programming or processes as needed to create and/or run test scripts to determine suitability of the final product.
- Participates in reviewing processes and procedures, recommending changes and working to implement changes.
- Mentors and trains newer department employees as needed.
- Performs other job-related duties as assigned within the job scope or subordinate positions within the job series.
Must have a seven (7) year combination of education, training, and/or experience in a full-time customer service position of which three (3) years must be in a high-volume contact center. A high school diploma or equivalent is required. An Associate's degree is preferred.
*This position requires proficiency in English and Spanish.
Degree not required
Jacksonville Electric Authority (JEA) is an equal opportunity employer. JEA is one of the best places to work in Jacksonville. As one of the largest city-owned utilities in the nation, we offer our team members well-paying, professionally rewarding career opportunities. We invest a lot of training time on our Skilled trades. JEA has developed state certified training programs to develop individuals into a lifetime career in the utilities industry.
JEA Named Best-in-Class Employer
JEA was recognized as an organization that provides innovative solutions for creating organizational structures, workplace policies and total rewards, which inclusively engage and motivates its employees.
