Specialist - O&R Customer Assistance

Overview

With limited guidance from the Project Specialist in, Customer Assistance, the Specialist will support the Project Specialist and the ORU Clean Energy Market Operations group in billing oversight related to Community Distributed Generation (CDG), Value of Distributed Energy Resources (VDER), and NJ Community Solar Energy Program (CSEP). The Specialist will be responsible for review and approval of monthly billing and reporting of CDG/CSEP projects to Developers and internal/external customers as well as the timely handling, review, and processing of allocation lists. The Specialist will be responsible to answer any billing inquiries related to the Climate Leadership and Community Protection Act (CLCPA) initiatives. The Specialist will assist the Project Specialist in the development and implementation of new billing processes and procedures as new rate designs become available and will assist in updating and maintaining existing procedures and training documents. The Specialist will be responsible to assist with training within the department and organization as needed and be responsible for CDG/CSEP performance reporting.

Responsibilities

Core Responsibilities

- Commitment to the Way We Work Principles and adhere to the Companys Standards of Business Conduct and other Company procedures including Environmental, Health and Safety (EH&S), Equal Employment Opportunity (EEO), discipline, and security.

- Serves as primary point of contact for internal and external billing inquiries related to CDG/CSEP projects. Responsible for billing validation and oversight, as well as preparation of monthly CDG/CSEP reporting and periodic performance reporting. Responsible for onboarding of CDG/CSEP Project into billing system.

- Will serve as primary point of contact for Customer Assistance for external customer billing questions and escalations related to CLCPA, VDER CDG, and CSEP. Communication with customers can be written, by phone, or in person.

- Works with Project Specialist and the Customer Assistance department regarding billing changes related to CLCPA, CDG and CSEP as needed. Specialist is expected to develop an understanding of current billing systems, interim billing solutions, and may be required to participate on teams to develop future enhancements.

- Coordinates and maintains inter/intra departmental communication associated with the development of community distributed generation projects to ensure conformance with associated rates and tariffs.

- The Specialist will fill in for Project Specialist as needed at NYPSC and NJ BPU conferences and working group meetings related to CLCPA, VDER, CDG, or CSEP.

- Participates in the Companys emergency management processes and storm plans as required.

- Performs other related tasks and assignments as required.

Qualifications

Required Education/Experience

- Bachelor's Degree and with a minimum of two years related work experience or

- Associate's Degree and with a minimum of four years related work experience or

- High School Diploma/GED and with a minimum of five years of related work experience

Relevant Work Experience

- Related work is defined as customer service or regulatory experience, required.

- Strong leadership and verbal and written communications skills are required. Strong analytical, planning and problem-solving abilities are also required, required.

- Must be well organized, detail oriented, flexible to handle multiple assignments and able to meet deadlines, required.

- Must be able to exercise sound judgment, required.

- Must possess excellent interpersonal skills and the ability to interact with people including customers and all levels of management, required.

- Must be able to adapt quickly and change priorities as directed, required.

- Must possess excellent listening, oral and written communication skills, and have the ability to effectively interact with internal and external customers, support staff, and various levels of management, required.

- Demonstrated proficiency in Microsoft Office applications (Excel, PowerPoint, and Word) is required. Advanced proficiency in Excel is preferred.

- Experience creating and delivering presentations, preferred.

- Possess excellent working knowledge of the Customer Care and Billing System (CC&B) but not limited to experience and knowledge of other customer systems, preferred.

- Knowledge of Advanced Metering Infrastructure (AMI) and Meter Data Management Systems (MDMS), preferred.

- Familiarity of electric and gas tariffs and rates, preferred.

Licenses and Certifications

- Driver's License Required

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 as needed.