Customer Service Rep.

TOWN OF WELLESLEY MUNICIPAL LIGHT PLANT

POSITION DESCRIPTION

Title:   Customer Service Representative                               Date:  January 5, 2026

Department: Municipal Light Plant                         

Division: Administration                                                       Approved:  ____________________

Grade: EL-2                          

Salary Range: $62,000 - $74,500

POSITION SUMMARY

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.  Responsibilities include, but are not limited to, fielding customer calls and emails, resolving inquiries and complaints, managing account setup and termination, issuing utility bill statements, processing payments and maintaining accurate records and customer data.

KEY JOB FUNCTIONS AND RESPONSIBILITIES

1. Handles, helps resolve, and responds to customer inquiries, complaints, and problems received by telephone, email, or in person regarding applications for new service, ongoing service, requests for termination of service, and billing.
2. Reviews and processes applications for new electric services, including computing requisite deposits, validating and entering new customer information, and contacting customers as needed.
3. Finalizes customer accounts upon service termination, including computing and issuing final bills, refunds, and deposit returns.
4. Performs customer and utility data review and entry for bill preparation; generates and issues monthly bill statements via mail or email.
5. Receives, computes, and processes customer payments, including security deposits and interest payments. Prepares and issues corrected bills and payment refunds when necessary.
6. Monitors, tracks, and maintains files and records of WMLP and DPW utility meter reading activities and transactions.
7. Processes and reviews utility meter and billed consumption data; investigates and reconciles discrepancies through data review, meter reading requests, or referrals to technicians for field investigation.
8. Informs customers about Town conservation programs and initiatives related to water and electricity; supports WMLP sustainability goals.
9. Acts as a key point of contact between WMLP, DPW, and the Wellesley community during storm and other emergency events; helps log and prioritize customer calls and outages for restoration.
10. Responds to customer inquiries regarding billing, outages, rates, and energy programs.
11. Assists in setting up payment plans and explaining applicable account policies and procedures.
12. Collaborates with other departments to resolve customer issues and ensure continuity of service.
13. Provides general administrative support, including filing, mail processing, and data entry.
14. Supports emergency communications and after-hours response efforts as needed.
15. Performs additional related duties as required to support the operations and objectives of the Municipal Light Plant.

MINIMUM QUALIFICATIONS

• Attentive to detail and takes great care in his or her work.  Can be trusted to maintain and safekeep confidential business and customer information.  Carries out tasks and enters and processes information accurately and independently.  Handles, prioritizes, and completes workload including new or multiple tasks in an effective and timely manner.
• Ability to multi-task and remain calm and professional in high-pressure or emergency situations.
• Continuously looks for and implements ways to improve, streamline, and simplify business processes and communications
• Strong oral and written communication skills. Solid organization skills and professionalism, commitment, and sound judgement particularly when interacting with customers. Basic level of proficiency in Microsoft® Word and Powerpoint, and higher level of proficiency in Microsoft® Excel and other spreadsheet/database software.
• Ability to work effectively in a team environment
• A valid driver’s license

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.

WORKING CONDITIONS

TOOLS AND EQUIPMENT USED

Personal computers, including Microsoft Office; utility billing systems; telephone, photocopy machines and printers.

PHYSICAL DEMANDS

Work is predominantly sitting at an office desk with occasional periods of walking and standing.  While performing the duties of this job, the incumbent is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and to reach with hands and arms.  The incumbent is required to stand and talk or hear.  The incumbent is occasionally required to walk; sit; climb or balance; stoop, kneel, crouch, or crawl; and smell.  The incumbent must infrequently lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Also requires extensive use of communications devices including mobile phones, tablets, personal computers, and typical office equipment.

WORK ENVIRONMENT

The noise level in the office environment is usually quiet.  The incumbent occasionally works near moving mechanical parts and is occasionally exposed to wet and/or humid conditions and vibration.  The employee is occasionally exposed to fumes, airborne particles, toxic or caustic chemicals, and risk of electrical shock.