Customer Account Representative

Location Madison

Job Category Customer Service

# of openings 1

Apply Now (https://phf.tbe.taleo.net/phf01/ats/careers/v2/applyRequisition?org=MGE&cws=38&rid=1843)

Job Description:

Purpose and Use:

Under general supervision, positions in this classification are responsible for ensuring accurate and timely billing and maintenance of residential and commercial accounts by processing orders, preparing billings, monitoring/controlling revenue activities, and updating meter information. Incumbents may develop and utilize skills in specific areas that may include meters orders, the Meter History System, Lodestar, prebill activities and may be assigned to work with key customer accounts.

Progression through the Classification Series:

Customer Account Representatives (CARs) will be expected to develop and demonstrate proficiency in performing the full range of CAR duties and tasks assigned to the unit. Advancement to the Lead Customer Account Representative level is based on demonstrated proficiency in performing the full range of CAR duties. In addition, individuals must demonstrate the ability to prepare accounts for billing, demonstrate excellent customer service skills, and demonstrate strong mentoring skills. Advancement to the Lead Customer Account Representative level is by promotion. When an opening arises, CARs with demonstrated proficiency in performing the full range of CAR duties will be considered.

Examples of Work Performed:

• Prepares accounts for billing and mailing, maintains accounts, reviews bills for accuracy, and manually stuffs, mails, and pulls bills when special handling is requested.

• Completes meter orders including start and stop service, meter exchanges, and setting of meters at new addresses and maintains all corresponding records and reports.

• Creates final bills, sets up new accounts, and performs other updates as needed.

• Processes and completes Field Investigation Requests as required.

• Calculates and enters account adjustments and makes billing adjustments as needed.

• Monitors daily and month-end revenue controls. Reconciles General Ledger accounts with General Accounting.

• Performs manual monthly billing on items such as streetlights and telephone booths and performs daily nonutility billing and Lodestar processing.

• Interacts with and provides advisory assistance to junior CARs as needed or assigned.

• Interacts with Marketing, Meter and Connection, Electric Meter Shop, Gas Meter Shop, Customer Data Services, and management on assigned key accounts.

Qualifications

Education and Experience:

Typically evidenced by a high school diploma or its equivalent and at least two years of customer accounting and billing experience.

Knowledge, Skills, and Abilities:

• Ability to learn and apply utility service provisions and rates.

• Ability to maintain and update computerized records and files.

• Ability to perform basic accounts receivable tasks, revenue support work, and statistical reporting.

• Ability to follow established billing procedures.

• Strong attention to detail.

• Strong data entry skills.

• Excellent organizational and time management skills.

• Ability to work across multiple computer systems and software programs.

• Ability to add, subtract, multiply, and divide in all units of measure.

• Ability to compute rate, ratio, and percent and interpret quantitative data.

• Ability to work well as part of a team.

ABOUT THE ORGANIZATION

About MGE

MGE generates and distributes electricity to 161,000 customers in Dane County, Wisconsin, and purchases and distributes natural gas to 173,000 customers in seven south-central and western Wisconsin counties. MGE is a regulated utility subsidiary of the investor-owned public utility holding company MGE Energy, Inc. MGE's roots in the Madison area date back more than 150 years.

An industry leader, MGE was among the first utilities nationwide to commit to net-zero carbon electricity by 2050, consistent with global climate science. Your community energy company is investing in a more sustainable future for the benefit of all our customers, investors, and employees. As your community energy company, we are committed to this area and its people. We take responsibility to:

• Plan and provide a safe, reliable, and cost-effective energy supply that balances the needs and values of those we serve.

• Provide information and education to serve our customers and stakeholders and help inform their energy decisions.

• Preserve and protect our environment while providing affordable, reliable energy.

• Encourage and support economic and business development to keep our economy strong and vibrant.

• Engage in open and honest dialogue, partnership, and collaboration to best serve our customers and the broader community.

Our Values

• Safety: Safety is a core value at MGE. The safety of our employees, customers, and communities is our top priority. Our culture initiatives continuously improve our safety performance. MGE has earned numerous safety awards for this safety performance, including the AGA Leading Indicator Safety Award.

• Reliability: We invest in our people and in our systems to help ensure top-ranked energy reliability that helps to maintain the economic health and vitality of the communities we serve. MGE is a national leader in electric reliability.

• Sustainability: With a commitment to transparency, accountability, and continuous improvement, we take a holistic and proactive approach to sustainable practices company-wide.

• Equity: We are committed to equity and inclusion in our service to our customers, in our workplace, and in our broader community, and we value diverse perspectives, ideas, cultures, and backgrounds.

MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.

JOB LOCATION

The position is located in Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.

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