Customer Assistance Program Administrator

Administers and supports MSD’s customer assistance programs. Provides high- level administrative management support to the Revenue and Collections Manager. Serves as the liaison with internal and external partners. Coordinates communications to customers. Oversees related data systems and procedures.Administers the day-to-day activities of MSD’s customer assistance programs including processing applications, verifying eligibility, maintaining accurate records, processing adjustments as needed, and ensuring discounts are correctly applied to customer accounts. Performs quality assurance reviews to ensure accounts are processed accurately by analyzing reports and validating data within the billing system to identify and correct processing errors. Communicates with customers regarding eligibility status and responds to questions from customers about customer assistance programs. Oversees data systems and procedures, including the MSD web application portal and file transfers with third parties. Represents customer assistance programs at in- person community outreach events and Metro Council town halls by answering questions, coordinating with organizers, and assisting with table or booth setup/breakdown. Serves as the Finance liaison with internal and external stakeholders regarding MSD customer assistance programs. Works collaboratively with third-party partners and internal partners in Communications, Customer Relations, Information Technology, and other divisions to design effective marketing, communication, and enrollment campaigns for customer assistance programs. Contributes to cross-functional initiatives focused on expanding and improving MSD’s discount programs to enhance affordability and provide meaningful support to the community. Monitors program participation and customer survey results and provides recommendations to support program enhancements or modifications. Monitors program correspondence and applications and coordinates their upload into CC&B.; Compiles and analyzes program data and provides regular reporting to stakeholders. Responsible for maintaining and enhancing customer assistance program-related policy, procedures, and work instructions. Develops program metrics and prepares related reports. Develops and delivers presentations on customer assistance programs and provides training as needed. Protects customer information and ensures compliance with MSD’s record retention policy related to customer assistance programs. Supports Revenue Specialist workflows as needed. Performs other duties as assigned.Knowledge of customer assistance programs; knowledge of customer service skills and techniques; knowledge of MSD and its role in the community; skill in oral and written communication; skill in building and managing relationships with internal and external business leaders; skill in developing and implementing policy, procedure and work instructions; skill in using CC&B;, Infor Public Sector (IPS), eB Bentley, and SAP; skill in managing multiple priorities; skill in problem solving; skill in operating a PC and associated Windows environment software (e.g. Microsoft Office Suite); ability to research problems and initiate solutions; ability to read engineering drawings; ability to make sound decisions based on available information; ability to organize work effectively; ability to maintain accurate records; ability to be courteous and helpful under pressure; ability to work effectively under heavy, unpredictable surges in workload.Bachelor’s degree in business administration, management, communications, public administration, organizational leadership, or a related field; four or more years of related experience; an equivalent combination of education and experience may be substituted. Must possess a valid driver’s license. Must have safe work and driving habits.