Location:

Hybrid within our service territory states\nDE, MD, VA, PA, FL, OH, or NC Responsible for exhibiting Chesapeake Utilities Corporation's Mission, Vision and Values, regarding external customers, agencies, vendors, internal departments and co-workers. The Customer Billing Representative II is an experienced contributor who handles complex billing scenarios and exception workflows, serves as an escalation point for unusual cases, and mentors peers. This role demonstrates advanced proficiency in

SAP S/4HANA IS-U

billing and Business Process Exception Management (BPEM), proactively improves processes, and collaborates cross-functionally to drive billing accuracy, data integrity, and customer satisfaction. The CBR II operates with limited supervision and regularly contributes to improvements in exception categorization and billing outsort practices in partnership with functional teams. This position will be responsible for the following duties: Process customer transactions including billing, invoicing, initiating meter/service orders, updating\ncustomer records, and performing all related functions within the Customer Information & Billing\nSystem (SAP)\nOwn advanced BPEM case work: triage, root-cause, and resolve complex exceptions (e.g., multi-contract\naccounts, unusual meter/read scenarios, rate/tariff edge cases), and recommend category or workflow\nenhancements to reduce recurrence.\nExecute and monitor billing outsorting validations during individual or mass billing runs as needed;\ncoordinate with Billing/DM/FICA when outsort thresholds trigger review.\nPerform complex A/R reconciliations, research unapplied cash and credit balances, and finalize\nrefund/transfer decisions within authorized limits.\nInterpret and apply approved rate and tariff changes to complex scenarios; verify proration and\nadjustments for partial periods or mid-cycle price changes.\nServe as a peer mentor and quality reviewer (spot checks of bills, credits, and BPEM resolutions);\nprovide feedback and job aids to strengthen team accuracy and cycle time.\nPartner with Customer Service, Meter/Data Management, and Finance to resolve cross-functional\nissues; contribute to SOP updates and knowledge articles.\nSupport UAT for minor releases/patches impacting billing or BPEM categories; document test outcomes\nand defects.\nMaintain strict adherence to PSC regulations, privacy/security protocols, and audit controls.

JOB DESCRIPTION

\n• Perform additional duties as assigned. Requires...a total commitment to

Chesapeake Utilities Corporation's Mission, Vision and Values and:

Advanced analytical/problem solving; ability to coach peers; clear written/verbal communications with customers and internal partners.\nWorking knowledge of applicable PSC rules; strong data integrity and documentation discipline.\nAdvanced knowledge of customer service, utility billing processes, and financial/accounting workflows.\nStrong organizational, interpersonal, mathematical, analytical, and problem solving skills to manage a variety of responsibilities.\nMaintain flexibility and attention to detail while managing multiple tasks simultaneously.\nDependable team player who supports colleagues and contributes to special projects or assignmentswhen needed.\nAbility to adapt to new technologies, equipment, and software updates with a willingness to learn continuously.\nProcess customer requests received through mail-such as address changes, budget billing enrollments, and other account updates.\nDemonstrate initiative, self motivation, critical thinking, and the ability to work independently with minimal daily oversight.\nExhibit a sense of ownership and accountability in all aspects of assigned work.\nCoursework or certification in accounting, business, or information systems; experience contributing to UAT or procedure design, preferred. Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email careers@chpk.com. Qualifications\nEducation\nAssociates (preferred)\nHigh School (required)\nExperience\n

Systems:

Demonstrated proficiency in

SAP S/4HANA

IS-U and BPEM (queue\nmanagement, case categories, application logs); familiarity with\noutsorting/validation concepts. (preferred)\n3 - 5 years: Front- or back-office utility billing experience. 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