Sr Specialist, Customer Assistance

Overview

With limited guidance from the Project Specialist of Customer Assistance, the Senior Specialist will support the ORU Clean Energy Market Operations group and act as liaison and subject matter expert for major initiatives such as the Climate Leadership and Community Protection Act (CLCPA)Value of Distributed Energy Resources (VDER), Community Distributed Generation (CDG), NJ Community Solar Energy Program (CSEP), and for overall coordination of sub-projects and/or programs as it relates to the Customer Accounting billing functions. The Senior Specialist will assist the Project Specialist in the development and implementation of new/modified billing processes and procedures as new rate designs and program enhancements are required by the NYPSC and NJBPU.

Responsibilities

Core Responsibilities

- Ensures implementation of Company safety, health, and environmental programs for employees whose work is directed. Ensures that safe work practices are followed, and the environment is fully protected in accordance with Company policy and governmental regulations.

- 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.

- Is dedicated to enhancing the Customer Experience, both within the Company and externally and demonstrates a commitment to the ideal of developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all our stakeholders.

- Serves as main point of contact for development of billing models for CDG & CSEP projects. Responsible for developing processes for bill validation and bill presentment as well as addressing future Commission ordered requirements. Main point of contact for Customer Assistance for external customer billing questions and escalations related to CLCPA, VDER, CDG, and CSEP.

- Acts as business lead for implementation of billing system changes regarding community solar billing. Develops a detailed understanding of customer billing processes.

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

- Acts as Customer Accounting liaison for various intercompany teams.

- Participates as Companys subject matter expert at NYPSC and NJBPU conferences and working group meetings related to CLCPA, VDER, CDG, or CSEP.

- Lead team in developing billing process documents and procedures related to new initiatives and all future billing program requirements.

- Performs QA/QC of billing and reporting functions to ensure adherence to existing regulatory requirements.

- 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 3 years of related work experience or

- Associate's Degree and 4 years of related work experience or

- High School Diploma/GED and 5 years of related work experience.

Relevant Work Experience

- Related work is defined as experience in either financial, accounting, rate design or customer assistance areas, required.

- Strong leadership and verbal and written communications skills, required.

- Strong analytical, planning, and problem-solving abilities, required.

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

- Must be able to exercise independent judgment, required.

- Must possess excellent interpersonal skills and the ability to interact with all levels of employees as well as external customers, required.

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

- Proficiency in SQL, preferred.

- Working knowledge of regulatory processes such as preparation of rate proceedings, responding to commission orders and responses to interrogatories, preferred.

- Possess working knowledge of the Customer Care and Billing System (CC&B) or experience and knowledge of other customer billing systems, preferred.

- Knowledge 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 have a valid drivers license.

- Must be able and willing to travel as needed.

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