Customer Billing Rep III

Chesapeake Utilities Corporation • Columbus, OH

1d • Hybrid

About The Position

At the heart of our Company is a dedication to delivering energy that drives
progress. We put people first, work to keep them safe and build trusting
relationships.

The Customer Billing Representative III is a senior, department-wide subject
matter expert (SME) who leads the most complex billing and exception scenarios,
shapes exception category design with functional teams, and represents Billing
in cross-functional initiatives and regulatory responses. The CSR III
orchestrates mass or contingency billing activities, leads root-cause programs
that materially reduce repeat exceptions, drives training/QA standards, and
serves as a go-to partner for system enhancements impacting billing and BPEM.

Requirements

• Expert analytical and critical thinking; facilitation and training; strong business writing; stakeholder management (Operations, Finance, Compliance/Legal, IT).
• Deep familiarity with PSC regulations and audit expectations; proven documentation rigor.
• 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 assignments when needed.
• Ability to adapt to new technologies, equipment, and software updates with a willingness to learn continuously.
• Process customer requests received through mail—such as address changes, budget billing enrollments, and other account updates.
• 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.
• Associate degree required; Bachelor’s preferred (Business, Accounting, Information Systems, or related) or equivalent experience.
• 5+ years utility billing experience with demonstrable success in complex exception resolution and cross-functional leadership.
• Advanced user of SAP S/4HANA IS-U billing and BPEM (including category design/feedback, queue strategy, EMMACLS monitoring, and mass/parallel billing familiarity). PDD MC_BI_02 - Manage Billing & Invoicing Outsorting & Exceptions v2 [PDD MC_BI_...eptions v2 | Word]

Nice To Haves

• Prior experience leading UAT cycles, SOP governance, or continuous improvement projects; recognized SME in utility billing practices, 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).
• Leads investigations for systemic billing issues; perform deep dive analysis on application logs/exception patterns; recommend category refinements and prevention controls in collaboration with Billing, FICA, DM, and IT. (BPEM and application logs; case category governance)
• Coordinates and, when necessary, executes mass/parallel billing to support month end, remediation backlogs, or storm/emergency operations; validates outsort thresholds and sign off on release for invoicing.
• Serves as the billing SME for rate updates, complex rate/tariff applications, and proration logic; advise on customer communications for unusual billing outcomes. (Rate/proration functions)
• Leads UAT and readiness for releases affecting billing/BPEM; define test scripts, acceptance criteria, and defect triage; validate training material before rollout
• Designs and delivers training (new hire and upskilling) and conduct formal QA audits (bill samples, credits, exceptions) with corrective action plans.
• Represents Billing in regulatory and audit inquiries (PSC questions, internal controls/SOX testing), ensuring timely, accurate documentation.
• Provide operational leadership during emergency or storm events, coordinating with call center, field operations, and IT to protect billing integrity and customer impact.
• Mentor Level I–II teammates; contribute to career development and succession planning.
• Support manager/supervisor with metrics, dashboards, and continuous improvement roadmaps.
• Perform additional duties as assigned

Benefits

• Flexible work arrangement
• Competitive base salary
• Fantastic opportunities for career growth
• Cooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree