Customer Operations Senior Specialist [HYBRID]

Job Description
Join the Clean Energy Revolution

Do you have a passion for 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? Do you enjoy working in a dynamic and collaborative environment where your expertise and input are valued and respected? If you answered yes to these questions, then you might be the perfect fit for our Customer Operations Senior Specialist position!

As a Customer Operations Senior Specialist, you will be part of the Customer Billing Operations (CBO) team, which is responsible for billing over 5 million service accounts timely and accurately across SCE territory. You will provide technical and operational support for billing operations and the transition to new systems, tools, and processes. You will 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. You will also 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. Furthermore, you will serve as a lead representing CBO's interests in various projects and activities across Customer Service and other departments.

To succeed in this role, you will need technical expertise to provide project support, 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. You will also need exceptional interpersonal skills and the ability to communicate effectively in person and writing with a wide range of collaborators, such as customers, regulators, IT, business analysts, managers, and peers.

If you are looking for a challenging and rewarding career opportunity where you can make a difference and grow your skills and knowledge, then apply today for the Customer Operations Senior Specialist position!

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

• Provide operational support and training for the team, leverage reports and feedback to proactively identify and address potential system defects and operational inefficiencies.
• Analyze and interpret billing data, processes, procedures, and policies to identify billing issues and develop and implement recommended solutions.
• Serve as the primary point of contact and collaborate with business partners and internal/ external partners to resolve technical and billing-related issues, including development of related communications.
• Provide exceptional customer support by clearly and concisely explaining billing details in an easy-to-understand manner, thereby ensuring customer clarity and satisfaction.
• Apply expert tariff and CBO process knowledge to determine applicability of complex rates/tariffs, recommend alternative solutions, and address potential system defects and operational gaps/inefficiencies that are inconsistent with established CBO policies, processes, and procedures.
• Conceptualize, develop, test, and communicate strategic innovative solutions to complex billing issues, in collaboration with Project and Program Managers.
• Act as a change agent and influence innovative decision making aligned with goal attainment to secure the 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 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.

The preferred

• 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.

You should know

• This position's work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to reside in the state of California. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.
• 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.