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Customer Service Representative Job at Vicinity Energy, Inc.

Vicinity Energy, Inc. Boston, MA 02111

Job Information

  • Date Posted
    2023-05-15
  • Location
    Boston, MA 02111
  • Job Title
    Customer Service Representative
  • Gender
    Both
Vicinity Energy is North America’s largest provider of district energy solutions, offering low carbon energy to most of the iconic buildings you see in the skylines of Boston, Cambridge, Philadelphia, Baltimore and many other cities in the US. As a member of the communities we serve, all of us at Vicinity understand the critical role we play in reducing the impacts of climate change and being a leader in decarbonization. We are committed to net zero and eliminating our reliance on fossil fuels, but we need the best and the brightest minds on our team to help us reach our goal, not only for us as a company, but for our customers, our communities, and our planet.

Summary

The Customer Service and Billing Specialist manages monthly invoicing process, analyzes metered data, and coordinates variance resolution amongst departments. The Customer Service and Billing Specialist supports data requests and analysis requests from other departments. This is a full-time exempt position and reports to the Accounting Manager with a dotted line to the Customer Service Field Service Supervisor. This position is located in Boston, MA.

Responsibilities

  • Manage monthly meter data information processing and analysis and monthly invoicing process for both Cambridge and Boston.
  • Coordinate interdepartmental participation in billing effort.
  • Process S-1 inputs for meter changes and account changes. Coordinate with departments as necessary.
  • Support account managers, distribution, customer service and metering departments with data requests, including usage profiles, account demand information, and customer information.
  • Manages and tracks Customer Service CAP and Maintenance funds.
  • Review customer meter information daily, including flow, pressure, alerts, and deviations. Coordinate personnel dispatch using Maximo and communication of necessary follow up.
  • Lead monthly post-billing analysis process with customer service department. Document variances and actions taken.
  • Lead Telog working group to analyze ongoing improvements in data gathering and analysis and assist with business unit decisions on data gathering.
  • Document monthly invoicing process and cross train as needed. Seek support where needed.
  • Receive and handle customer inquiries. Analyze request, provide information requested or ascertain who can best provide the information and route requests to the appropriate party.
  • Manage small customer accounts through proactive communication, response to inquiries and regular site visits.
  • Must observe and comply with all standard safety codes and practices and perform work in accordance with recognized trade and company standards and, where applicable, local, state, and federal laws.
  • Must participate in mandatory training and other programs.
  • Performs other related duties as required.
Qualifications and Experience

  • Bachelor’s degree required with a minimum of 3-5 years’ experience. Billing experience in utility, manufacturing, construction, or similar field with attention to AIA/progress billing is a plus.
  • Must possess solid computer skills. Proficiency with Microsoft Office Suite and Windows required.
  • Knowledge of building industry and HVAC industry terminology and ability to perform calculations for HVAC.
  • Excellent written and interpersonal skills.
  • Strong analytical skills required.
  • Able to work independently and as part of a team.
  • Able to multi-task in a fast-paced environment.
  • Effective oral and written communication skills with the ability to tactfully handle customer service issues for large and complex accounts.
  • Ability to independently compose written internal or customer communications.
  • Ability to handle confidential or sensitive information.
EQUAL EMPLOYMENT OPPORTUNITY POLICY STATEMENT Vicinity North America is an Equal Employment Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.


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