Customer Billing Senior Specialist [REMOTE]

Join the Clean Energy Revolution

Become a Customer Billing Senior Specialist at Southern California Edison (SCE) and build a better tomorrow. In this role, you will act as a lead for various areas within Customer Billing Operations (CBO). You will support operations personnel, management, project managers and analyst across Customer Service, and others across the organization. You will use technical expertise to provide project support as well as make recommendations and/or directly resolve complex, escalated issues that include customer complaints, department backlog, training gaps, developing processes for complex billing scenarios, technical and/or system issues/limitations, and other billing related matters.

As a Senior Specialist, your work will help power our planet, reduce carbon emissions, and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

A day in the life - Get ready to think big, work smart and shine bright!

• Lead operational support and training needed to ensure the team are successful in the role they play.
• Gather and analyze data needed to address or support activities such as, but not limited to responses to data requests; resolving escalated customer issues; supporting leadership communications, drafting and/or reviewing organizational successes and concerns; addressing audits and legal disputes; development of decks for capturing organizational performance and status updates, and/or responding to inquiries that are technical in nature.
• Represent CBO as a primary point of contact during collaboration with business partners, CBO Support areas, varying levels of CBO leadership, and identified internal/external partners to resolve technical and/or complex usage and billing related issues that have a direct impact on the accuracy and timeliness of customer billing.
• Analyze and interpret billing data, processes, procedures, and policies to frame identified issues, inclusive of capturing a problem statement, details of the current process and root cause of the issue, recommended and alternative solutions, and the impact to Operations based on identified solutions.
• Leverage reports, feedback provided by the team, and/or observed trends to analyze incoming workstreams to proactively identify and address potential system defects and operational gaps/inefficiencies that are inconsistent with established CBO policies, processes, and procedures.
• Apply expert tariff and CBO process knowledge while leading efforts to determine applicability of complex rates and tariffs with little precedence or direction.
• Collaborate with Project and Program Managers to conceptualize, develop, test, and communicate strategic innovative solutions to address complex billing issues.
• Act as a change agent within the organization to influence innovative decisions in a direction deemed desirable and in alignment with goal attainment and to secure adoption of new ideas.

The essentials

• Five or more years of experience performing billing related complex analysis, exception processing, and/or customer issue resolution.
• Three or more years of experience providing subject matter expertise and/or analytical support for the implementation of technical projects impacting billing systems.
• Proficient at Microsoft Excel, Word, and PowerPoint.

The preferred

• Bachelor’s Degree or higher in business or related field.
• Experience applying knowledge of billing operational policies, processes, and procedures.
• Advanced proficiency developing, maintaining, and utilizing database software such as MS Access and SAS.
• 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.
• 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.

You should know

• The position’s work mode is remote. Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.

#LI-LH1