Customer Application Specialist
SJW Corp

We have an opening in our Customer Service department for a Customer Application Specialist.  We are passionate about the environment while delivering life sustaining, high quality water service to families and communities.  We embrace progress, provide training & development to inspire success in every aspect of our business and culture.  In addition, we provide a competitive benefits package and 401(K). 

This is a hybrid work opportunity. The Company feels that three shared days in the office and two days with the option of working remotely allows for both collaborative time and quiet space for deep work. Eligible employees for hybrid work are required to work in the office on Tuesdays, Wednesdays, and Thursdays. There may be a need for additional office days based on specific business requirement.

Job Description

The Customer Application Specialist is responsiblefor providing world class service to Connecticut Water customers by, assisting and coordinating in the CIS and related applicationfor the functional operation of the Company's billing, meter reading, customer service,work order system, custom applications and acquisition programs.

Additional responsibilities include providing support forthe billing functions of the department and acts as a subject matterexpert and the go to person for escalated calls in one or more of the RevenueService areas as a step prior to issue or question going to the supervisor.

• Assists on escalated Internal and External customer's questions as needed on Billing, Payment and Collection issues.
• Identifies and provides solutions to problems identified and works directly with Senior Business Systems Analyst - Customer Systems or vendors for satisfactory results.
• Assist with the review and analysis of the business needs of the customer's information system users and managers, evaluates these requirements and makes recommendations for solutions and a plan to implement them.
• Assists and coordinates ongoing maintenance and review of existing applications as well as new applications and programs, identifies problems, makes recommendations for appropriate solutions, rectifies problems and training employees in order to avoid reoccurrences of these problems.
• Manages and completes projects as directed to improve, implement new processes, functionality, or provide tools and programs to correct data in the system.
• Provides support or training to others to act as a front-line help desk service to end-users for the CIS system. Assists with scheduling, planning and conducting training classes. 
• Assists with the review, test and implementation of new billing rate changes, new procedures, processes, functionality and new companies to the CWC CIS billing system including accuracy of data conversion.
• Assists with the review and analysis and designs program logic, screen layouts, reports, and testing criteria to support development of new enhanced applications.Performs application design tasks, tests and evaluates new processes and assists in the implementation of new systems.  Prepares documentation to support systems and applications.
• Verifies the accuracy of data transfers and data conversions.  Develops and monitors testing scenarios and methodology in order to certify effectiveness of the application processes.
• Develop and provide training on any new or modified processes or procedures.
• Individual must have a thorough knowledge of Company rules and regulations in order to provide resolution for complex customer issues due to the application process of billing, customer service and work order.
• Additional responsibilities as assigned.

Minimum Qualification

• Bachelors of Science Degree or a minimum of three years' experience inUtility Billing/CIS System applications.
• Requires technical background in automated billing systems, coupled withexcellent communication and analytical skills, ability to research andinterpret data, and ability to document and monitor procedures.
• Must be proficient in Microsoft Office applications including Word andExcel.
• Attention to detail critical in all aspects of duties is required.
• Valid Drivers License.
  

Compensation Type

Hourly Wage

Compensation Range

Grade 5 - Hourly

$ 29.09 - 46.54

Primary Work Location

93 West Main Street, Clinton, CT, 06413
United States

Work Environment and Physical Demands Code

I - Indoor

EEO Statement
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, pregnancy, gender, gender identity, sexual orientation, marital status, protected veteran or other status protected by federal, state, and local laws.

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