Salary Range : $60,386 - $80,514 Relocation : No
Summary
This position, using basic knowledge of the customer information systems and other internal / external systems, provides billing expertise necessary to execute billing processes as outlined in detailed work procedures and job aides.
With supervision, they resolve customer and retailer issues and the handling of billing exceptions. A primary responsibility of this position is to ensure all assigned billing exceptions and issues are responded to accurately and timely as prioritized by a supervisor.
Key Roles & Responsibilities
Other duties may be assigned. Directly or through others, the incumbent will :
- Perform all essential functions and aspects of the job including any other specific job requirements
- Resolve assigned billing exceptions in an accurate and timely manner
- Resolve assigned billing inquiries in an accurate and timely manner
- Perform specific functions as outlined in detailed work procedures and job aides; or as directed by a supervisor
- Assist with needed updates to process documents, communications and job aides in preparation for review and approval from leads
- Assist with small projects to improve overall billing operations
- Assist other work groups with billing related tasks as requested by a supervisor
- Assist with testing efforts such as staging conditions in preparation for review and validation by leads
- Work in a positive and collaborative way with teammates and colleagues with a focus on customer service
Education, Experience, & Skills
Education
High School diploma, GED, or equivalent is required; Associate's Degree is preferred
Experience
- Previous experience at a skilled level in at least one area of responsibility : Billing and / or Issues Resolution in the Texas Electric Market or similarly equivalent experience is preferred
- Previous CC&B system or similarly equivalent experience is preferred
- Previous experience meeting expected accuracy and average handle time levels is preferred
Skills
- Detail-oriented
- Strong organizational and communication skills
- Ability to adapt to changing markets, systems and processes
- Proven analytical skills, strong analytics background a plus
- Ability to operate in a multi-faceted and fast-paced environment
- Working knowledge of the Texas Electric Market business and market processes a plus
- Basic knowledge of Texas SET, Terms and Conditions, Customer Protection, Market Protocols, and Oncor's Rate Structure a plus
- Ability to receive direction and meet deadlines set by the supervisor
- Ability to work in open work-space, and an open work environment
- Ability to work well with teammates and colleagues with a strong focus on customer service
Measures of Success
- Accurate and timely completion of daily work
- Competency in use of Microsoft Office products
- Solid understanding of Revenue Management billing work and potential downstream impacts
- Development of customer-focused skills
- Demonstrates knowledge of Revenue Management processes
- Performs in a manner that enables work group to achieve company goals
- Demonstrates ability to perform work with normal supervision
- Abides by the Company Code of Conduct and Safety Rules
- Is a team player and works well with others
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