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The HRSD Customer Care Center is seeking a positive, consistent, highly organized, reliable, flexible, and team-focused Customer Care Project and Training Specialist who will be member of the Customer Care billing system Project and Training work center. This Project and Training Specialist will assist in implementing large and small billing system projects, including but not limited to, implementations, partner integrations, process improvements, and upgrades. This position will be responsible for assisting in the designing and implementing large-scale training programs and working as the billing system user help desk . The Project and Training Specialist will assist to ensure projects are scheduled, tracked, and delivered on time, and billing system users are properly and consistently trained and supported. The successful candidate will possess strong ability to learn and train users on specialized and complex software in high stress situations, have experience in the delivery of team leadership and motivation, to maintain a high level of service and quality to our customers. Work hours are Monday-Friday, 40 hours per week, 8 hours per day, flexible between 7:00 AM and 5:00 PM, off weekends and standard holidays. Project-related weekend or evening work may become necessary but is not frequent. Work location is 1434 Air Rail Avenue, Virginia Beach, Virginia, 23455 with a position designation of Hybrid - employee authorized to work from home as needed/requested and approved (in-office at least three days per week). Position may also require work offsite at various billing partner locations. HRSD participates in VRS and includes an excellent benefits package.
Brief Description
Under broad guidance, the CCC Project and Training Specialist is responsible for:
a.Performing technical work of a complex and highly detailed nature to assist in CCC projects including but not limited to, billing system software upgrades, partner locality system integrations, vendor integrations, and system technical and functional design in partnership with the Department of Information Technology and CCC team.
b.Participating with small teams involved in planning, testing, and executing billing system projects.
c.Assessing, developing, and evaluating training program resource materials and assisting in planning, and executing training for internal and partner locality billing system users
d.Working billing system help desk to assist HRSD locality billing partners and internal users.
e.Assisting in department retention program and adherence to Personally Identifiable Information (PII) audit standards.
f.Fostering positive working relationships among staff, customers, and business partners.
g.Assisting in the development and service of the HRSD billing system, which provides bill calculation and customer accounts receivable management services to partner localities.
Detailed Description
Click to view HRSD's Universal Competencies.
Job Requirements
Education
Required
High School Diploma, GED, or equivalent.
Desired
Associates or Bachelor's degree in Training and/or Organizational Development, Curriculum/Instructional Design, Education, Business Administration, or Accounting, or approved equivalent.
b.Experience
1.Required
a)Minimum of three years of extensive experience in utility billing in Oracle CC&B to include all related functions to include but not limited to:
(i)Single and batch billing
(ii)Payment Processing
(iii)Report generation through Business Objects application
(iv)Field Activity processing
(v)Creation of Premise, Person, and Account
(vi)Collections processes
(vii)Meter/Equipment configuration
b)Minimum two years demonstrated experience in providing training/employee development for mixed skill levels, conflict resolution in internal and external customer relationships, and successful project or work prioritization, and providing performance feedback.
c)Ability to identify potential training/learning issues and propose solutions.
d)Ability to write effective copy, instructional text and audio/video scripts.
e)Must be self-motivated and work under minimal supervision.
f)Demonstrated ability to work harmoniously with coworkers and customers in potential conflict-related situations.
2.Desired
a)Minimum of two years’ experience in working at lead level on multiple concurrent projects.
b)Minimum of three years’ experience in automated accounting and or production billing systems
c)Demonstrated experience in assessing impact of new technology, workflow, errors, etc.
d)Demonstrated ability to establish and maintain effective working relationships with county officials and employees, vendors, suppliers, contractors, the general public, and other professionals in the business community.
e)Demonstrated proficiency at an intermediate level in Microsoft Office Software, including MS Outlook, Excel, Word, and PowerPoint.
c.Job-specific Technical Competencies
1.Required
a)Knowledge of the Enabling Act, Fair Credit and Collections Law, , Generally Accepted Auditing Standards (GAAS), HRSD Rate Schedule
b)Maintains working understanding of Generally Accepted Accounting Principles (GAAP) to keep CCC system compliant as well as ensure the integrity of data received from large number of water purveyors
c)Applies advanced knowledge of automated accounting systems and computer applications to identify and distinguish between errors in processing, programming, or hardware
d)Assimilates, analyzes, and processes data
e)Establishes and maintains effective business relationships with customers and employees of HRSD, and jurisdictions
f)Communicates effectively verbally and in writing; plans and delivers presentations
g)Problem-solves and works with the public in a courteous, diplomatic, and tactful manner
d.Special Licenses
Required
Valid Driver’s License from state of residence
e. HRSD Universal Competencies (see attached)
Additional Details
HRSD is committed to being an equal opportunity employer. HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law.
HRSD is a Drug Free Workplace.
