Back Office Customer Service Rep

About Us

Come join an exciting team with room for advancement! We are presently seeking Revenue Cycle Management Associates for openings in Syracuse. In addition to a starting wage of $22.61 per hour, we offer excellent benefits including medical, dental, life insurance, 401(k) plan, vacation, tuition assistance and more. The salary will automatically increase after 6 months to $24.53 per hour. The maximum pay within the job series is $33.43 per hour.

Job Responsibilities

Under general supervision, perform administrative and back-office duties. Perform a full range of assignments consisting of related steps, processes or methods. Exercise initiative in completing recurring work while using judgment and procedures. Perform work including, but not limited to, the following:

Open, deliver, route, scan, log and process incoming correspondence (faxes, mail, emails, return mail/email)

Process and track Automated Clearing House (ACH) notification, return items, online lockbox decision tools, return checks, field collector payments, return and fee reports

Basic account updates, field orders and outbound calls based on account parameters

Perform out outbound Commercial & Industrial collections calls on accounts with balances <$5,000 (excluding high risk or managed accounts) and outside collection agency work

Research, reconcile and resolve customer, agency, internal clients/billing owners/partners, banks inquires including account research, billing and adjustments

Investigate and process billing, service order, collections, payment and audit/control related systems exceptions for timely and accurate revenue recognition

Process financial account transactions to ensure accurate account billing, balances, revenue and General Ledger (G/L) accuracy (, disputes, sales tax, debit/credit adjustments, deposit maintenance, suspends, vouchers, G/L activities, final bill disputes, customer directed payments, collection agency manual payments, bank issued, HEAP and cross system payments)

Perform and coordinate revenue loss mitigation activities such as pole cuts, field collections, gas safety compliance, consumption on inactive accounts, stopped meter, theft and other loss activities

Communicate with external customers, business partners, vendors and other employees

Skills

• Excellent communication skills with external customers, vendors and other employees
• Advanced use of computer software (Email, MS Office Suite) and office technologies
• Solid math skills
• Ability to investigate, review and reconcile financial transactions.
• Ability to create and update excel or system files/reports

Qualifications

• High School Diploma or equivalent required (Associate’s Degree preferred).
• 1-3 years of Customer Service or Financial Business Experience in an office setting is preferred.
• Demonstrated experience of common business applications such as Microsoft Office (MS Word, MS Excel, MS Outlook).
• Must possess excellent interpersonal verbal and written communication skills.
• Satisfactory completion of validated skills testing, as determined by the Company.

Step increase up to 1 year in 6 month increments.

$22.61 an hour

Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement that the Company has with a local union. Newly hired employees are bound by the terms of the collective bargaining agreement as well as other agreements between the Company and the local union.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.