Customer Service Representative

• Serve as an important interface amongst the WMLP, Wellesley Department of Public Works (DPW), and its more than 10,000 utility customers
• Perform a variety of duties relating to the WMLP’s metering, billing, and payment processes
• Manage customer interactions and utility account operations for electric, water, sewer, and stormwater services
• Handle inquiries, complaints, and service requests via phone, email, and in person
• Process new service applications and finalize accounts upon termination
• Prepare and issue monthly utility bills
• Process customer payments and refunds
• Maintain accurate billing and meter data
• Investigate discrepancies in meter readings or consumption
• Coordinate with field technicians when necessary
• Promote conservation programs and sustainability initiatives
• Serve as a key point of contact during storms and emergencies
• Log and prioritize outages while supporting communication efforts
• Explain account policies
• Set up payment plans
• Collaborate with other departments to resolve customer issues
• Provide administrative support
• Assist with after-hours responses

• High level of attention to detail
• Customer service orientation
• Ability to manage tasks in a fast-paced environment
• Detail-oriented
• Reliable
• Capable of handling confidential information with care and discretion
• Work independently and accurately
• Manage multiple tasks efficiently
• Maintain a high level of organization and professionalism
• Remain calm and composed in high-pressure or emergency situations
• Proactive in identifying and implementing improvements to business processes and communication
• Strong verbal and written communication skills
• Proficiency in Microsoft Word and PowerPoint
• Advanced use of Excel or other spreadsheet and database tools
• Team-oriented attitude
• Valid driver’s license
• 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

• Associate’s degree or relevant coursework
• 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

Excellent health and retirement benefits