CX Revenue Support Representative; Billing

CX Revenue Support Representative (Billing)

Salary Grade: G10

Posting Deadline: This position is posted until filled.

Department: CX Revenue Operations

Salary Range: $49,313 – $65,340 – $81,366

Credit check required: This position requires a background credit check before hiring, promotion, or transfer.

Under limited supervision, creates quality, value and confidence in the eyes of our customers by providing quality customer service related to revenue support inquiries and transactions. Provides quality assurance of the revenue billing process with accurate, timely and complete exceptions processing. Maintains regulatory and SOX compliance requirements and ensures the integrity of the automated customer experience billing system through accurate and timely revenue transactions for all customers.

This position requires judgment and experience with limited supervision and ensures responsiveness, professionalism and customer satisfaction when handling customer inquiries. Completes special projects as assigned.

• Processes and determines needed actions for all statewide billing exceptions utilizing various exception reports (meter reading, out of cycle, service order, change data, new service, read entry).
• Initiates check reads and meter exchanges based on account meter readings and consumption analysis.
• Reviews and initiates rate changes on customer accounts when systematically identified, ensuring tariff requirements are satisfied and warrant such a change.
• Communicates and works directly with account managers on billing issues, rate changes and meter exchanges for strategically managed accounts.
• Initiates direct customer communication regarding billing anomalies that impact the customer experience and billing accuracy.
• Reduces errors by implementing existing business practices and advanced experience applying to revenue exceptions, timely and accurate bills, and identifying potential error prevention and exposure.
• Initiates and produces special handled and complex bills for non-system billed accounts.
• Works closely with the Rate Application & Systems Project Manager to ensure accuracy and completeness of these bills; responsible for SOX compliance on all complex and special handled bills.
• Manages the summary billing program inclusive of large and high‑profile customers having multiple accounts in multiple read cycles to produce monthly billing statements.
• Works closely with revenue processing to ensure correct application of payments and account management on billing issues.
• Manages and monitors all distributed generation accounts to ensure accurate billing including rate compliance, REC distribution, meter reading and account set‑up; works closely with the Customer Interconnection Team for account set‑ups.
• Acts as the subject‑matter expert of all customer service billing and transactional functions and activities; advises on complex or technical billing and tariff issues, including rates, billing, regulatory requirements, and revenue accounting.
• Acts as a liaison with internal and external auditors to resolve inquiries related to account billing controls and SOX compliance.
• Identifies and implements process improvements addressing financial and operational risks and fosters timely maintenance of accurate policies, rates, rules and procedures documentation.
• Assists in researching, analyzing, and reporting on issues that affect the company in the areas of financial, regulatory, or revenue accounting; assists management in controlling costs.
• Maintains and ensures effective communication with internal and external customers to meet corporate, departmental, and regulatory requirements.
• Acts as a liaison between business units to research, analyze, and resolve inquiries related to various data requests and questions.
• Provides on‑the‑job training or formal training classes on a wide range of revenue operations subjects; may serve as a specialist in development of revenue support training.

• In‑depth knowledge of all services, rate classes, revenue support processing procedures, rate tariffs, rules and applicable regulations pertaining to exceptions processing.
• In‑depth…