Account Representative, Meter to Cash

Date: Nov 13, 2022

Location: Birmingham, AL, US, 35295

Company: Spire Inc.

Summary

Spire is seeking Account Representatives to work in our Birmingham, Alabama operation, on one of our 3 Meter To Cash teams (Billing. Revenue, Credit & Collections).  This position will perform technical duties related to the maintenance and control of gas account billing, credit assessments, remittance, and process revenue activities.  The job will also include answering customer calls and emails during peak periods, to provide excellent customer service. 

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of our business. We’re dedicated to understanding our customers’ needs and goals to better serve them today and tomorrow. That’s why we’re always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire culture to life: 

  • We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
  • We Care: We create good memories by treating people how we want to be treated. We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
  • We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
  • We Have Perspective: We strive to gain additional perspective about Spire’s business and the ever-changing energy industry. We know that every employee plays an important role in Spire’s success, and we give our best to better understand how to help move the company forward.

 

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued. 

Duties and Responsibilities

Billing:

  • Investigates and resolves complicated meter reading and billing issues
  • Proactively identifies issues, makes appropriate adjustments and corrections to customer accounts
  • Ensures assigned exception items are processed in an accurate and timely manner  
  • Reviews and completes data exception and miscellaneous reports 
  • Ensures data is verified and recorded from Field Operations completed field activities 
  • Ensures premises, account information and field activities/status are accurate and billing correctly

 

Payments:

  • Processes payments, balances deposits and ensures proper posting of payments and returns
  • Ensures receivables from third-party payment partners are applied appropriately
  • Researches and corrects misapplied payments
  • Maintains the customer refund process
  • Creates financing agreements in the billing system

 

Credit & Collections:

  • Handles bankruptcy claims process which includes properly coding accounts, computing the amount due for pre-petition service, setting up an account for post-petition service, submitting claims to the courts and completing related activities   
  • Approves credit, transfers debt, manages day-to-day activities with external collection agencies, and completes related activities
  • Processes non-cash securities and handles write offs and disconnection exceptions

 

Customer Service:

  • Handles general inquiries and complaints from customers through all contact methods and provides a positive customer service experience
  • Applies knowledge and skills to interpret and explain account information, initiates appropriate orders from customers requesting service and performs corrective actions
  • Takes initiative, uses judgment, and makes decisions to satisfy customers independently to ensure first call resolution  
  • Supports the company’s overall objective to provide exceptional service and ensures that no complaints are escalated from lack of follow-up or mistakes
  • Maintains quality score and schedule adherence at or above set levels
  • Follows all customer service guidelines and processes transactions accurately
  • Assists in other duties as assigned by Coach
     

Essential Characteristics and Competencies

  • Ability to demonstrate the core and job category competencies: customer-focused, results-driven, teamwork, communications, adaptability, initiative, problem solving and quality
  • Ability to lead by example in support of the company’s essential characteristics and values: strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that recognizes and respects every individual’s unique skills and perspectives
  • Results-driven through high productivity and accuracy, teamwork, and communication 
  • Personal organization, sense of urgency, adaptability, and quality

Supervisory Responsibilities

  • None

Required Education (certifications, licenses)

  • Requires a high school education or the equivalent 
  • Requires proficiency in arithmetic computations and understanding of customer service techniques
  • Requires strong analytical and problem-solving skills
     

Required knowledge, skill and abilities

  • Requires proficiency and skill in the daily use of a personal computer and applications like Microsoft Office applications and customer information systems
  • Requires the skills to retrieve, interpret and explain account and billing information
  • Requires excellent customer service skills and the ability to handle non-routine, difficult customer contact and account situations
  • Requires accuracy and attention to detail in all billing responsibilities
  • 2 years customer service experience preferred
  • College degree preferred
  • Experience in field preferred
     

Physical demands, environment and schedule

  • Normal Work Environment - Work is normally performed in a shared office environment
  • Typically, 8 hours a day, Monday through Friday. Overtime and/or travel may be required
  • Must adapt to continual noise from frequent interruptions, phone calls, and paperwork
  • Must adapt to long periods of close viewing of PC and long periods of sitting at workstation
     

Competencies

Posting Requirements

  • We accept online applications through our career site at jobs.spireenergy.com

Disclaimer:  The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
Spire Inc., and its subsidiaries are an Affirmative Action and Equal Employment Opportunity employer. 
 


Job Location: Birmingham

Job Segment: Customer Service Representative, Business Process, Information Systems, Customer Service, Management, Technology