Service Delivery Specialist

•Interact with Regulatory Board personnel in resolving and responding to regulatory board complaints within established targets.

•Respond to customer complaints by providing explanation of billing methodology, clarification of tariff provisions and state regulations, and engaging in billing negotiations.

•Interact with municipal authorities, fire commissioners and key account personnel to effect payment of aged revenue from Special Accounts.

•Identify, research and resolve theft of service and inactive with consumption. Identify responsible parties and initiate billing.

•Create and close service orders as necessary.

•Issue access letters to customers identified by field personnel as necessary.

•Identify field process and individual handling needing improvement or correction and provide this assessment to supervisor.

•Identify regulatory complaint trends and relay to supervisor.

•Assist company legal counsel in addressing issues by providing account review and billing explanation. Represent the company at legal and regulatory proceedings as assigned.
REQUIREMENTS
High school diploma, GED, or equivalent and two (2) years experience in a Water Utility.
Knowledge of the regulated water/wastewater business within the region and the regulations impacting the business.
Strong interpersonal skills (e.g. negotiation, listening, tact, diplomacy).
Good quantitative skills (e.g. analytical, technical, problem solving.)
Effective written and verbal communication skills.
Proficiency in using the Customer Service operating system.
Personal computing experience, including Microsoft Office applications.
Billings/Collections Experience is highly desirable.