Provides support to customer billing, responsible for accuracy and timeliness of billing and invoicing and is responsible for resolving billing problems including but not limited to billing exceptions. Maintain working relationships with other departments ensuring both internal and external customers receive excellent customer service. Assist with testing price changes or other related tasks and report for storm duty as needed.

RESPONSIBILITIES

• Responsible for resolution of billing exceptions and outsorts (EMMA cases) using Business Process Exception Management in SmartCare ECC. Exceptions may include but are not limited to billing and invoicing errors and outsorts, meter read errors/implausibles, invoice out of balance, etc. and includes reviewing/updating accounts in ECC and CRM. (60%,)
• Setup or remove customers from Summary billing and analysis of customer balance inquiries as needed. Setup, change, process net energy billing accounts and respond to inquiries from other departments. (20%)
• May participate in testing business process changes such as net energy billing. Activities may include but are not limited to price change testing, department and company audits, business and system interfaces to other work processes. Identifies and resolves inquiries from other departments including billing errors, follow-up activity and any internal or external request. (10% P)
• Works to ensure that work activities support customer service policies/processes and ensures adherence to operational policies and procedures. Uses knowledge/skill with data sources and analysis tools to support billing performance and service quality indicators. (10% S)

Skills and Requirements

Competencies

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country