Customer Account Specialist

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. 

% 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 annual renewal processes; review and process all sales tax abatements.

30%

Billing Operational Performance:

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

• Primary billing support as needed including daily pre-work, edits, reporting, etc.
• 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.Update customer status within CIS regarding sales tax exemptions on an on-going basis, to include annual renewal processes; review and process all sales tax abatements.

10%

System & Process Improvement:

• 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 billing issues between Unitil IT and all involved departments.
• Utilizes system and process knowledge, problem solving, critical thinking and empowerment to ensure all Sales tax are accurate and timely.

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 

• 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