Wellesley Town Hall

Customer Service Representative: Wellesley Municipal Light Plant's (WMLP) Customer Service department is responsible for customer operations related to electric, water, stormwater, and sewer utility service and billing for the Town of Wellesley. Under the supervision of the WMLP's Office Manager, the Customer Service Representative serves as an important interface amongst the WMLP, Wellesley Department of Public Works (DPW), and its more than 10,000 utility customers. This position performs a variety of duties relating to the WMLP's metering, billing, and payment processes.
The Customer Service Representative plays a vital role in managing customer interactions and utility account operations for electric, water, sewer, and stormwater services. Responsibilities include handling inquiries, complaints, and service requests via phone, email, and in person, as well as processing new service applications and finalizing accounts upon termination. The representative prepares and issues monthly utility bills, processes customer payments and refunds, and maintains accurate billing and meter data. This role also involves investigating discrepancies in meter readings or consumption, coordinating with field technicians when necessary, and promoting conservation programs and sustainability initiatives. The representative serves as a key point of contact during storms and emergencies, logging and prioritizing outages while supporting communication efforts. Additional duties include explaining account policies, setting up payment plans, collaborating with other departments to resolve customer issues, providing administrative support, and assisting with after-hours responses. The position requires a high level of attention to detail, customer service orientation, and the ability to manage tasks in a fast-paced environment.
Requirements of the position: The ideal candidate is detail-oriented, reliable, and capable of handling confidential information with care and discretion. They work independently and accurately, managing multiple tasks efficiently while maintaining a high level of organization and professionalism. They remain calm and composed in high-pressure or emergency situations and are proactive in identifying and implementing improvements to business processes and communication. Strong verbal and written communication skills are essential, along with proficiency in Microsoft Word, PowerPoint, and advanced use of Excel or other spreadsheet and database tools. A team oriented attitude and a valid driver's license are also required.
Preferred qualifications: High school diploma or equivalent; associate's degree or relevant coursework preferred. Experience working in the public or municipal utility or service industry. Advanced level of proficiency in database and enterprise software systems. Knowledge of electric and water utility terminology and billing procedures is preferred.
The Town of Wellesley provides excellent health and retirement benefits along with a competitive salary for its employees. Please submit a cover letter and resume to: Wellesley Municipal Light Plant, Attn: Andrea Austin, 4 Municipal Way, Wellesley, MA 02481 or email as a WORD or PDF document to aaustin@wellesleyma.gov. AA/EOE. Salary range: $62,000 - $74,500 per year depending on experience.