This position ensures the stable operation of the corporate customer information system to include scheduled maintenance, back-up and recovery services and troubleshooting. Administers and maintains permission and access rights; implements and tests new programs and provides technical support to end-users. The responsibility for directing customer file maintenance, the customer billing, payment, and new services processes.
This position has responsibility for the direction, coordination and evaluation of employees in their respective unit. This person is expected to perform supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training; planning, assigning and directing work; appraising performance; rewarding and disciplining; addressing complaints and resolving problems.
Essential Duties and Responsibilities
This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.
Perform system updates and maintenance on the cooperative customer information system (NISC).
Perform network trouble-shooting to isolate, diagnose and resolve minor related issues; document problems and provide end-user training and support where required.
Provide security access and passwords.
Perform occasional system backups.
Generate periodic reports, and perform month end and year end processes.
Create system test files; perform test functions, rate changes, etc.
Oversee the customer billing process.
Oversee customer account maintenance such as set up, change, delete, auto-pays, e-bills, budget billing, address changes, etc.
Oversee the new service activation process and the retaining of customer files on an ongoing basis to ensure the customer information is accurate and billed correctly.
Oversee the specialized billing program for those customers who qualify.
Oversee the upload/download ITRON meter reads.
Oversee the bank draft process.
Support the Pre-Paid Billing system.
Assist and prepare reports needed for customer registration at District and Annual Meetings.
Enter and maintain customer records regarding bankruptcies, collections, special qualified accounts, write-offs, etc.
Maintain a comprehensive, current knowledge of applicable laws and regulations; trends and requirements, technology and information that may affect the customer billing/accounts receivable system (NISC), the cooperative or electric utilities in general.
Education and Experience:
Associate’s degree in computer science, information systems, business administration or equivalent training and experience.
Three years’ experience progressively with a customer care billing solution system with a minimum of two years of experience in a lead or supervisory capacity.
Note: Job related experience may be substituted for the required education on a year-for-year basis.
Experience with National Information Solutions Cooperative (NISC) or a similar utility billing program.
Experience or similar work with an electric utility or related industry.
Knowledge, Skills, and Abilities
Knowledge of computerized utility billing system concepts and configuration including accounts receivable, billing, service orders, on-line bill pay, etc.; systems backup, recovery and security; knowledge of applicable data privacy practices and laws.
Ability to learn the Cooperative’s computerized utility billing system (NISC) including rate composition and calculations, bank draft operations, lock box processing, and the application of rates; to implement and test modifications including rates, taxes, etc.
Knowledge of MS Office products; ability to acquire knowledge of electronic meter reading equipment, i.e. Itron, including uploading/downloading meter routes and troubleshooting, automated prepaid meter reading and automated metering systems.
Effective communication skills including written, verbal and listening; ability to prepare all types of office correspondence; design and produce reports; make presentations; develop procedures and training manuals; organization and documentation skills; detail oriented to complete assignments and meet deadlines; ability to work independently and in a team environment.
Excellent customer service orientation and interpersonal skills to effectively interact with government agencies, management, employees, vendors, and others.
Ability to maintain confidential information, and effectively manage stress and pressure in a frequently changing environment; ability to multi-task calmly and effectively in all situations.
English is the primary business language. Second language in Spanish is desirable.
About SECO Energy
SECO Energy is a not-for-profit electric cooperative serving over 200,000 families and businesses across seven counties in Central Florida, making SECO the third largest electric co-op in Florida and the seventh largest in the nation.
In both 2017 and 2016, SECO Energy was ranked “Highest in Customer Satisfaction among Cooperatives” in the J.D. Power Electric Utility Residential Customer Satisfaction Study. In 2015, SECO Energy was ranked “Highest in Customer Satisfaction among Midsize Utilities in the South” by J.D. Power. SECO refers to the three consecutive awards as its “Triple Crown,” and we are grateful to our members for ranking us #1!