Customer Billing Rep II

Chesapeake Utilities Corporation•Dover, DE

1d•Hybrid

About The Position

Responsible for exhibiting Chesapeake Utilities Corporation’s Mission, Vision and Values, regarding external customers, agencies, vendors, internal departments and co-workers. The Customer Billing Representative II is an experienced contributor who handles complex billing scenarios and exception workflows, serves as an escalation point for unusual cases, and mentors peers. This role demonstrates advanced proficiency in SAP S/4HANA IS-U billing and Business Process Exception Management (BPEM), proactively improves processes, and collaborates cross-functionally to drive billing accuracy, data integrity, and customer satisfaction. The CBR II operates with limited supervision and regularly contributes to improvements in exception categorization and billing outsort practices in partnership with functional teams. This position will be responsible for the following duties:

Requirements

Advanced analytical/problem solving; ability to coach peers; clear written/verbal communications with customers and internal partners.
Working knowledge of applicable PSC rules; strong data integrity and documentation discipline.
Advanced knowledge of customer service, utility billing processes, and financial/accounting workflows.
Strong organizational, interpersonal, mathematical, analytical, and problem solving skills to manage a variety of responsibilities.
Maintain flexibility and attention to detail while managing multiple tasks simultaneously.
Dependable team player who supports colleagues and contributes to special projects or assignmentswhen needed.
Ability to adapt to new technologies, equipment, and software updates with a willingness to learn continuously.
Demonstrate initiative, self motivation, critical thinking, and the ability to work independently with minimal daily oversight.
Exhibit a sense of ownership and accountability in all aspects of assigned work.

Nice To Haves

Coursework or certification in accounting, business, or information systems; experience contributing to UAT or procedure design, preferred.

Responsibilities

Process customer transactions including billing, invoicing, initiating meter/service orders, updating customer records, and performing all related functions within the Customer Information & Billing System (SAP)
Own advanced BPEM case work: triage, root-cause, and resolve complex exceptions (e.g., multi-contract accounts, unusual meter/read scenarios, rate/tariff edge cases), and recommend category or workflow enhancements to reduce recurrence.
Execute and monitor billing outsorting validations during individual or mass billing runs as needed; coordinate with Billing/DM/FICA when outsort thresholds trigger review.
Perform complex A/R reconciliations, research unapplied cash and credit balances, and finalize refund/transfer decisions within authorized limits.
Interpret and apply approved rate and tariff changes to complex scenarios; verify proration and adjustments for partial periods or mid-cycle price changes.
Serve as a peer mentor and quality reviewer (spot checks of bills, credits, and BPEM resolutions); provide feedback and job aids to strengthen team accuracy and cycle time.
Partner with Customer Service, Meter/Data Management, and Finance to resolve cross-functional issues; contribute to SOP updates and knowledge articles.
Support UAT for minor releases/patches impacting billing or BPEM categories; document test outcomes and defects.
Maintain strict adherence to PSC regulations, privacy/security protocols, and audit controls.
Perform additional duties as assigned.
Process customer requests received through mail—such as address changes, budget billing enrollments, and other account updates.