Customer Operations Senior Specialist

1 week ago

Pomona, California, United States Electricenergyonline Full time
Job Title: Customer Operations Senior Specialist

Are you passionate about 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? If so, we have an exciting opportunity for you to join our Customer Operations team as a Senior Specialist.

About the Role:

As a Senior Specialist, you will be part of the Customer Billing Operations (CBO) team, responsible for billing over 5 million service accounts timely and accurately across our territory. Your primary focus will be on providing technical and operational support for billing operations and the transition to new systems, tools, and processes.

Key Responsibilities:
  • Provide technical and operational support for billing operations and the transition to new systems, tools, and processes.
  • 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.
  • 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.
  • Serve as a lead representing CBO's interests in various projects and activities across Customer Service and other departments.
Requirements:
  • Five or more years of experience performing billing-related complex analysis, exception processing, and/or customer issue resolution.
  • 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.
Preferred Qualifications:
  • 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 and related processes and procedures as it relates to billing exception processing or other specialty billing functions.
  • 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.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are looking for a challenging and rewarding career opportunity where you can make a difference and grow your skills and knowledge, please apply today for the Customer Operations Senior Specialist position.

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