WaterOne

  • Account Administration Coordinator

    Job Locations US-KS-Lenexa
    Posted Date 1 week ago(5/15/2019 4:43 PM)
    ID
    2019-1347
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

    WaterOne is an independent public water utility. We’ve been proudly serving the Johnson County, Kansas area since 1957. Every day, nearly 425,000 customers rely on WaterOne to provide fresh, clean water on demand. It’s a responsibility we deliver on. 

     

    Our passion is water because water touches everything we care about: family, health, safety, and community. We serve our community by bringing award-winning water to their homes, businesses, and public places.

     

    Summary/Objective

     

    The purpose of this position is to handle complex maintenance of customers’ accounts through performance of various functions.   The Account Administration Coordinator is responsible for the analysis and resolution of issues relating to billing/invoicing, customer receivables and delinquent accounts.   The incumbent is expected to be adept at handling complaints, troubleshooting and solving problems, all while maintaining a supportive, empathetic relationship with the customer.  

     

    Customer Service Commitment

     

    WaterOne employees shall continuously strive to meet or exceed the expectations of both their internal and external customers.  Questions and concerns shall be acknowledged on the same day whenever possible, but no later than the next business day.  Issues shall be resolved as promptly as possible, with the goal of maximizing customer satisfaction.

    Responsibilities

    Essential Functions

     

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    • Resolve exceptions in the billing system to ensure accurate invoicing to customers.
    • Perform adjustments to invoices in conformance with current policies.
    • Process balances remaining on closed accounts.
    • Manage transactions on bankrupt accounts.
    • Must meet accounts receivable objectives by ensuring all activity related to processing of payments and returns are handled appropriately and accurately reflected on customer accounts.
    • Coordinate and document activity related to delinquent accounts, including actions taken in support of collecting amounts due. Handle escalated calls received regarding payment arrangements, security deposits, returned payments, and charges applied to accounts.
    • Maintain customer-facing, billing and dunning communications and information across all channels to ensure consistency with business practices and messages needing to be conveyed.
    • Handle service request transactions and all types of back office maintenance on customer accounts and service connections.
    • Perform and monitor nightly batch processing.
    • Maintain an in-depth, working knowledge of the CIS system to handle rare and unusual situations.

     

    Other Duties

     

    • Manage the automatic, EFT process, including setting up and deactivating customer profiles while maintaining a high level of confidentiality.
    • Manage customer communication through the various channels.
    • Provide backup for Teller as required.
    • Act as mentor to new employees in the Customer Service Department.
    • Perform other job duties as assigned.

    Qualifications

    Required Education, Skills & Experience

     

    • High school diploma or a GED plus two years customer service experience and three years general office experience. An equivalent combination of education and experience may be considered in meeting the education and experience requirements for this position.
    • Obtain a thorough understanding of WaterOne rules, regulations, and other standards as they apply to customers.
    • Capability to solve complex problems and analyze data.
    • Must have good work habits, be able to work independently and set priorities and continuously meet attendance expectations.
    • Possess superior verbal communications skills, both in person and over the telephone. Must have proven customer relations skills.  Must have good business writing and listening skills.
    • Proficient in using the MS Office suite of applications, including Word, Excel, Outlook, and PowerPoint.
    • Make consistently sound judgments and resolve conflicts with minimal supervision.
    • Have experience with online Customer Information Systems (CIS) and a working knowledge of Customer Relationship Management Systems (CRM).
    • Be detail oriented and maintain a high level of accuracy.
    • Understand basic math skills.
    • Availability to work overtime as required during emergency situations.
    • Must pass post offer medical exam, including drug screen and background verification (may not apply to current employees).

     

    Preferred Education, Skills & Experience

     

    • Some college credit with an emphasis in accounting or business.
    • Experience with billing procedures or customer receivables is a plus.

    Core Competencies

     

    These key core competencies are expected to be demonstrated by each employee at WaterOne:

     

    • Customer Focus - Demonstrates a concern for satisfying both internal and external customers and builds collaborative relationships with customers and stakeholders.
    • Communicates Effectively - Demonstrates the ability to listen and express oneself effectively.
    • Interpersonal Savvy - Demonstrates the ability to effectively coordinate with others to achieve goals and solve problems by maintain flexibility and open mindedness.
    • Problem Solving/Drive for Results - Demonstrates the ability to find solutions to complex problems.
    • Conscientiousness - Expresses the motivation to perform one's job in a careful, thorough way that adheres to the standards of honesty and integrity.

     

    Position Competencies

     

    In addition to organizational competencies, these key competencies are expected to be demonstrated by each employee in this position:

     

    • Optimizes Work Processes - Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
    • Dependability - Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight.
    • Adaptability & Flexibility – Adapts to changing business needs, conditions, and work responsibilities.
    • Billing Systems and Procedures – Applies knowledge and expertise in explaining customer bills, company policies, and comparing recent bills to customer usage.

    Physical Requirements

     

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, the employee must be able to move or transport items weighing up to 20 Ibs. occasionally. The employee must be able to use a computer for five hours a day. The employee must be able to move occasionally from one location to another or be able to remain in a stationary position for up to several hours a day. The employee must be able to use office productivity equipment such as a personal computer, calculator, printer, and copy machine.

     

    Work Environment

     

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The noise level in the work environment is usually

    moderate.

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