Senior Customer Service Representative Billing

Are we RIGHT for you

The word RIGHT stands for what we VALUE: Respect Invest Growth Honesty and Teamwork.

Why join our team

Middlesex Water Company (NASDAQ:MSEX) has been an industry leader since 1897. We promote professional and personal development in a work environment that is supportive and responsive. We understand the importance of our services and the individuals who uphold our reputation.

Joining our team means that you have a multitude of benefits that support you in and out of the workplace such as- full medical dental and vision benefits 401k paid time off tuition assistance learning and development opportunities employee assistance program and more. To learn more please visit

Job Summary:
Supervise Customer Service Representatives and respond to customer inquiries. The successful candidate will be passionate about supporting and driving the Companys Values RIGHT: Respect Invest Growth Honesty and Teamwork.

Work Performed:

• Ensure timely and accurate billing.
• Provide oversight review and guidance to Customer Service Representatives (CSR).
• Monitor teams activity daily and provide support in a timely manner.
• Review outgoing customer service correspondence.
• Manage time off scheduled and ensure adequate number of persons for coverage.
• Provide monthly report for teams quality performance scores and CSRs feedback along with coaching update.
• Respond and resolve customer escalation (residential commercial and industrial) in a timely manner.
• Maintain customers accounts; issuance of field activities input of data for inspection orders turn ons and offs rebillings high bills etc.
• Process customers credit adjustment and submit to Management for approval.
• Distribute incoming applications and written communications to CSRs for appropriate action.
• Ensure All assigned TO DOs along with teams TO DOs are processed in an accurate and timely manner.
• Provide documentary support for BPU/PSC/PUC inquiries as needed.
• Assist Customer Service Coordinator in training new personnel.
• Provide updates to external partners (PDAB Sewer Municipalities and HomeServe)
• Assist customer service managers as needed.

Qualifications:

• High school diploma or equivalent.
• Valid NJ drivers license.
• Comprehensive expertise in the Customer Care and Billing (CC&B) system with the ability to navigate troubleshoot and support complex account functions.
• In-depth knowledge of departmental Standard Operating Policies and Procedures ensuring consistent compliant and high-quality service delivery.
• 35 years of progressive leadership experience in customer service including mentoring coaching and supporting frontline team members.
• Advanced proficiency in Microsoft Office applicationsincluding Word Excel and Outlookwith the ability to create reports analyze data and communicate effectively.
• Exceptional interpersonal and communication skills fostering positive customer interactions and productive internal collaboration.

Compensation & Benefits:

• Salary Range: $55355 $83034 annually based on experience and qualifications.
• Total Rewards Package Includes: - Medical dental and vision coverage (effective first of the month after hire).
• 401(k) with company match.
• Company paid life and disability insurance.
• Paid time off and 12 paid holidays.
• Tuition assistance and professional development opportunities.

Physical Requirements:

• This position requires constant operation of a computer and other office equipment such as printers copiers calculators.
• Must have the ability to visually inspect and review hard copy and online documents.
• Must be able to communicate detect converse with discern convey express oneself discuss and exchange information.
• Use written verbal and audio communication and information sources.
• Must be able to occasionally move about inside the office and use stairs to access file cabinets office machinery etc.
• Must be able to remain in a stationary position 50 % of the time

Work Authorization & Pre-Employment Requirements:
Candidates must be authorized to work in the United States. All candidates must successfully pass a drug screen pre-employment physical background check and possess a valid drivers license in good standing (if required for the position).

Commercial Drivers License (CDL) Positions:
For positions requiring a Commercial Drivers License (CDL) the use of marijuana (including medical marijuana) or any controlled substances whether prescribed or otherwise is strictly prohibited under Federal Motor Carrier Safety Administration (FMCSA) regulations of the U.S. Department of Transportation (DOT). Such use is a violation of federal law and will disqualify candidates from CDL-required positions.

Pay Transparency:
This job posting complies with the New Jersey Pay Transparency Law (effective June 1 2025) which requires employers to disclose salary ranges benefits and other compensation in job advertisements.

Recruitment Fraud Alert:
We have noticed an increase in recruiting impersonations across the industry where scammers attempt to obtain candidates personal or financial information through fake interviews and offers.
All legitimate communications from Middlesex Water Company and its subsidiaries will originate from the following email domains: @ or @.
Any outreach claiming to be from Middlesex Water Company or its subsidiaries that does not come from these domains should be ignored.

Equal Employment Opportunity:
Middlesex Water Company and its subsidiaries are Equal Opportunity Employers and are committed to creating an inclusive environment for all employees.
We consider all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity or expression national origin age disability veteran status genetic information or any other characteristic protected by applicable law.

Applicant Communication:
Please note: No phone calls please.

We thank all applicants in advance for their interest; however only those selected for an interview will be contacted.