Customer Care Rep, Energy Irregularities
About The Position
Responsible for delivering exceptional customer support, ensuring accurate billing processes, and collaborating with the Billing Services team to optimize operations and enhance customer satisfaction. Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs. Assesses business requirements and recommends process and technology improvements to optimize billing operations and enhance customer experience. Analyzes customer service data and evaluates processes to identify opportunities for operational efficiency and improved service delivery. Interprets data analysis, documentation, and organizational skills to deliver insights that enable fact-based decision-making and performance improvement. Performs, enhances, and maintains analytical tools that facilitate accurate reporting and strategic decision-making. Recommends quality assurance controls to maintain compliance and ensure accuracy across billing processes. Identifies and analyzes complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement. Collaborates in solution design activities through brainstorming. Gathers and reviews existing documentation, including policies and procedures, to ensure alignment with business requirements and regulatory standards. Analyzes business documentation and performance data to identify gaps and recommend improvements for compliance and operational efficiency. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility. This position is with IBEW Union 787. If you accept an offer of employment, you will be required to affiliate with the Union.
Requirements
- High School Diploma, or GED equivalent.
- 1 to 3 years’ experience with functional role responsibilities.
- Availability to work rotating shifts and outside shift hours.
- Strong customer-focused, professional, verbal, and written communication skills with the ability to work with a variety of people across the organization.
- Strong data analysis, documentation, and organizational skills to provide support for quantitative and qualitative analysis that measures business performance to enable fact-based decision-making.
- Demonstrate superior process mapping, project planning and time management capabilities.
- Proficient skills in the use of computer applications (Microsoft Office suite and CC&B).
- Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.
- Process Adherence: Follows established procedures and workflows consistently.
- Time Management: Prioritizes tasks to meet deadlines and support team goals.
Nice To Haves
- Knowledge of the utilities industry is preferred.
Responsibilities
- Supports Billing Services, Payment Processing, and Energy Irregularities functions to ensure seamless operations and timely resolution of customer needs.
- Assesses business requirements and recommends process and technology improvements to optimize billing operations and enhance customer experience.
- Analyzes customer service data and evaluates processes to identify opportunities for operational efficiency and improved service delivery.
- Performs, enhances, and maintains analytical tools that facilitate accurate reporting and strategic decision-making.
- Recommends quality assurance controls to maintain compliance and ensure accuracy across billing processes.
- Identifies and analyzes complex problems, conducts cost-benefit analysis, and proposes actionable solutions to mitigate risks and drive continuous improvement.
- Collaborates in solution design activities through brainstorming.
- Gathers and reviews existing documentation, including policies and procedures, to ensure alignment with business requirements and regulatory standards.
- Analyzes business documentation and performance data to identify gaps and recommend improvements for compliance and operational efficiency.
- Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
- Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
- Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
