The position is responsible for operating processes to ensure accurate and timely bills for mass accounts, processing enrollment and consumption transactions on customer accounts in SAP, and dealing with exceptions.  Key responsibilities may include any combination of processing enrollments, billing transactions, operating processes to ensure timely completion of customer requests, accurate billing/invoicing, and acting as a point of escalation for issues with customer accounts.

 

Essential Duties/Responsibilities:

• Develop an understanding of commodity customer data and invoicing processes in order to operate and make decisions accordingly.


• Develop understanding Public Utility Commission of Texas (PUCT) Regulations, ERCOT market rules and guidelines, the Texas deregulated market data flows (as defined by Texas Standard Electric Transactions (TXSET)) in order to effectively research and resolve customer issues and/or billing errors.


• Employ basic analytical skills in correcting customer issues resulting from failed transactions in SAP, billing or invoicing errors and exceptions.


• Initiate requests with ERCOT and TDSPs for additional data to complete deregulated-market transactions. 


• Collaborate with other internal groups to meet customer requests and/ or provide resolution to issues.


• Escalate all errors and exceptions appropriately, and in a timely manner.


• Provide timely and responsive resolution to other teams and departments for escalated customer issues, escalating to lead or supervisor.


• Maintain PUC compliance across all processes.


• Maintain service levels for resolution timeliness


• Stay abreast of updates, employing new policies and procedures immediately.

• Math and analytical skills necessary to respond to and resolve billing issues.


• Ability to consistently use initiative and good judgment to complete assigned tasks.


• Attention to detail and accuracy are mandatory.


• Good communication both written and spoken is essential.


• Demonstrated high degree of customer and internal client orientation.


• Ability to stay on task and multitask.


• Ability to work effectively both independently and in a team-oriented environment. 


• Comfortably handles risk and uncertainty as appropriate for level of responsibility.


• Ability to handle and meet aggressive, metric oriented deadlines while maintaining a high degree of accuracy.


• Ability to use PC spreadsheet, database, and word processing applications.


• Detail-oriented, with strong organizational skills.


• Evident traits of initiative and self-motivation.

• Must be able to sit for extended periods of time and view the computer terminal.

• Normal Office Environment.


• Some overtime may be required to meet specified deadlines.

• Customer service, billing, and/or system transaction analysis experience and knowledge of the utility and/or the energy industry preferred.  


• SAP/CCS knowledge preferred.