Affordability Senior Specialist Customer Operations Regulatory & Compliance

Overview

Customer Operations strives to provide an industry-leading customer experience while advancing the clean energy transition. The Affordability Senior Specialist will play a key role in achieving these goals. The Sr. Specialist will manage a suite of newly established energy affordability programs and lead operational improvements to enhance the experience of participating customers. This role oversees the operations of the Enhanced Energy Affordability Program, which expands bill discounts to moderate income and more low-income customers, and the Energy Affordability Guarantee pilot, which reduces the energy burden of low-income customers who electrify their homes. It also supports the Solar for All and Renewable Energy Access programs, which provide low-income customers with bill discounts generated from community solar and other renewable energy projects. The Senior Specialist will collaborate with internal teams, as well as external vendors and agencies, to drive program success.

Responsibilities

Core Responsibilities

- Manage program initiatives including the Energy Affordability Guarantee (EAG) pilot, Solar for All/Renewable Energy Access and Community Help (SFA/REACH), and the Enhanced Energy Affordability Program (E-EAP), as well as any new or related initiatives.

- Support design, testing, and approval of changes/enhancements to the Customer Care & Billing (CC&B) system and verify all modifications meet quality and functionality standards.

- Facilitate communication and coordination for system changes and operational improvements with the internal Public Assistance Central (PAC) team, Customer Assistance Centers, and external agency stakeholders.

- Identify impediments to excellent customer service and develop solutions.

- Assist with regulatory activities including rate case filings, audits, reporting, and preparation of supporting documentation.

- Participate in key meetings and act as a liaison between stakeholders and the business.

- Design and deliver training to internal staff on critical processes and systems and maintain up-to-date internal documentation.

- Regularly create and present insightful and detailed analysis on issues and business trends and develop information supporting Company positions and programs. Present to upper management and executives as well as outside stakeholders.

- Cultivate relationships within Customer Operations, throughout the Company, and with external stakeholders.

- Maintain well organized files and accurate records including maintaining back-up for reports and computer files, and safeguarding computer facilities, reports and work papers.

- Perform other related tasks and assignments as required.

Qualifications

Required Education/Experience

- High School Diploma/GED 5 years of relevant work experience. or

- Associate's Degree 4 years relevant work experience. or

- Bachelor's Degree 3 years relevant work experience.

Preferred Education/Experience

- Master's Degree 2 years relevant work experience.

Relevant Work Experience

- Experience in project management with skill in leadership and analytical experience, required.

- Must demonstrate strong organizational skills and experience tracking multiple workstreams simultaneously, required.

- Must have experience in milestone tracking and report writing, required.

- Must possess strong writing skills, required.

- Must have the ability to interact and partner with various levels of management and internal/external organizations, required.

- Must have experience working independently and making sound business decisions, required.

- Must demonstrate excellent oral communication skills and strong leadership skills, required.

- Proficient in Word, Excel, Power BI, and PowerPoint, required.

- Must be able to work independently, take full responsibility for tasks, adapt to unforeseen circumstances, handle multiple assignments and changing priorities, required.

- Demonstrated knowledge of the Companys Customer Care and Billing System, preferred.

Licenses and Certifications

- Driver's License Required

Physical Demands

- Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

- Must be able and willing to travel within Company service territory, as required.

- Must be able to participate in the Company's emergency management processes and storm plans as required.