Senior Customer Service Representative

Are we RIGHT for you?

The word RIGHT stands for what we VALUE: Respect, Integrity, Growth, Honesty and Teamwork.

Why join our team?

Middlesex Water Company (NASDAQ:MSEX) has been an industry leader since 1897. We promote professional and personal development in a work environment that is supportive and responsive. We understand the importance of our services and the individuals who uphold our reputation.

Joining our team means that you have a multitude of benefits that support you in and out of the workplace such as- full medical, dental, and vision benefits, 401k, paid time off, tuition assistance, learning and development opportunities, employee assistance program, and more. To learn more, please visit www.middlesexwater.com

Job Summary:

Supervise Customer Service Representatives and respond to escalated customer inquiries.

The successful candidate will be passionate about supporting and driving the Company’s Values, RIGHT: Respect, Integrity, Growth, Honesty and Teamwork.

Work Performed:

• Provide oversight, review and guidance to Customer Service Representatives (CSR), to include but not limited to, assisting in the development and training of new personnel, addressing performance concern of team members in a timely manner.
• Review outgoing Customer Service correspondence.
• Respond and resolve customer inquiries (residential, commercial and industrial).
• Maintain customers’ accounts; issuance of field activities, input of data for inspection orders, turn ons and offs, rebilling's, high bills, etc.
• Distribute incoming applications and written communications to CSR’s for appropriate action.
• Monitor billing and process To-Do’s to ensure accurate and timely billing.
• Analyze/correct crossed meter conditions.
• Handle/bill stuck meter conditions.
• Process final bills.
• Respond to Regulatory Inquiries “BPU/PSC”
• Monitor/log/process bankruptcy accounts.
• Process and control payments and payment plans.
• Monitor arrears notices (quarterly and monthly accounts).
• Monitor/prepare shut off field activities and dispatch updated information to shut off person/field personnel.
• Follow-up/control all collection activities and A/R reports.
• Handle any manual and extraordinary billing issues.
• Assist with the testing and validation of software conversions, upgrades and enhancements that affect Customer Service
• Monitor and report on all monies received and processed by Customer Service, including returns and adjustments.
• Provide information to the Accounting Department
• Other duties and projects as assigned by supervisor.

Qualifications (Minimum):

• High school diploma.
• Intermediate Microsoft Office computer skills (to include Excel, Word, PowerPoint)
• 5 years Customer Service experience.
• Excellent interpersonal skills and communication skills.

Physical Requirements:

• This position requires constant operation of a computer and other office equipment such as printers, copiers, calculators.
• Must have the ability to visually inspect and review hard copy and online documents.
• Must be able to communicate, detect, converse with, discern, convey, express oneself, discuss and exchange information.
• Use written, verbal and audio communication and information sources.
• Must be able to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Must be able to remain in a stationary position _50__ % of the time

Americans With Disabilities Act:

• Climbing ability.
• Visual acuity.
• Manual dexterity.
• Heavy lifting.
• Normal hearing.
• Walking ability.
• Must be able to smell.

Candidates must possess authorization to work in the United States.

Middlesex Water Company and its' subsidiaries are an Equal Opportunity Employer.

Candidates must be able to pass a drug screen, pre-employment physical, background check, and have a valid driver’s license.

No phone calls please. We thank all applicants in advance for their interest; however, only those applicants who are being considered for the position, or are currently employed by Middlesex Water Company will be contacted.