Customer Billing Senior Specialist

About the position

Join the Clean Energy Revolution. Do you have a passion for solving complex billing problems and improving customer satisfaction? Do you have technical and operational skills to support the implementation and stabilization of new systems, tools, and processes? Do you enjoy working in a dynamic and collaborative environment where your expertise and input are valued and respected? If you answered yes to these questions, then you might be the perfect fit for our Customer Billing Senior Specialist position! As a Customer Billing Senior Specialist, you will be part of the Customer Billing Operations (CBO) team, which is responsible for billing over 5 million service accounts timely and accurately across SCE territory. You will provide technical and operational support for billing operations and the transition to new systems, tools, and processes. You will perform work management and operational functions, such as billing unique and complex customer rates, testing enhancements and changes to billing and meter data management systems, conducting root cause analysis of accounts, developing and implementing new tools and processes, and supporting customer critical issues. You will also offer subject matter expertise to support cross-functional operational projects, regulatory proceedings, and IT implementations, such as user acceptance testing of new tariffs or development of business and training requirements. Furthermore, you will serve as a lead representing CBO's interests in various projects and activities across Customer Service and other departments. To succeed in this role, you will need technical expertise to provide project support, make recommendations and/or directly resolve complex, escalated issues that include customer complaints, department backlog, training gaps, developing processes for complex billing scenarios, technical and/or system issues/limitations, and other billing related matters. You will also need exceptional interpersonal skills and the ability to communicate effectively in person and writing with a wide range of collaborators, such as customers, regulators, IT, business analysts, managers, and peers. If you are looking for a challenging and rewarding career opportunity where you can make a difference and grow your skills and knowledge, then apply today for the Senior Specialist position!

Responsibilities

• Performs complex billing transactions and analyses with minimal direction or instruction using billing and metering expertise to identify root cause and resolve customer billing exceptions with specialized transaction codes and scripting.
• Develops and generates reports to monitor workgroup billing and metering activities, analyze workgroup performance, identify trends, areas for improvement, and monitor compliance adherence.
• Communicates and works directly with various internal departments, personnel, and customers to address billing issues promptly and effectively.
• Conducts quality checks and reviews for accuracy, resolves discrepancies, and provides training and job aids to specialists.
• Leads and conducts within workgroup IT testing for system enhancements, projects involving automation, and process changes for the workgroup.
• Conducts comprehensive billing investigations and resolutions involving detailed account analysis of various billing and/or metering issues or complaint resolutions.

Requirements

• Five or more years of experience analyzing and interpreting customer billing data and resolving various customer problems.
• Experience using billing, accounting, and/or financial systems to resolve billing exceptions.

Nice-to-haves

• Three or more years of experience of analytical support for billing operations, including implementation of technical projects that impact billing systems and resolving customer escalations.
• Experience applying knowledge of billing operational policies, processes, and procedures.
• Proficient in Microsoft Excel, Word, and PowerPoint.
• In-depth knowledge of Meter Data Management System (MDMS), System Analysis Program (SAP) - ISU case processing, Meter Order Processing, Energy Data Management (EDM), Customer Choice Aggregation (CCA) and/or Net Energy Metering (NEM), NEM Interconnection Application Processing.
• Detailed knowledge of SCE Tariff Books, specifically Rules and Rates & Pricing Choices.
• Ability to integrate work across relevant areas, develop the business and services to improve customer satisfaction and productivity.
• Effective strategic thinking, decision making, team building skills.
• Strong oral and written communication skills including the ability to efficiently frame and resolve operational issues.