Customer Revenue Operations Coordinator

Location:

Hybrid within our service territory states

Service territory includes Delaware, Maryland, Virginia, Pennsylvania, Florida, and North Carolina.

At the heart of our company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe, and build trusting relationships.

The Customer Revenue Operations Coordinator serves as an SAP-enabled quality and analytical resource for Customer Operations, helping ensure accurate, timely, and compliant execution of the utility’s meter-to-cash processes. This role supports daily operations in SAP S/4

HANA (CIS) and related platforms by monitoring billing and payment performance, researching and resolving exceptions (including BPEM-driven work), improving data integrity, and coordinating cross‑functional resolution of billing impacts. The ideal candidate combines utility industry knowledge (rates/tariffs, regulated customer protections, and audit expectations) with strong analytical skills to identify root causes, reduce rework, and improve customer outcomes.

• Coordinate customer assistance and agency payments to ensure accurate, timely posting in SAP (e.g., contract account postings), including validation of payment files, exception items, and required documentation.
• Partner with Accounting, IT/BIS, and vendor partners to ensure payment files, manual postings, adjustments, and exception items are processed efficiently in SAP and aligned with established controls (including reconciliation keys/lots, audit trails, and segregation‑of‑duty expectations).
• Maintain accurate tracking and quality controls for billing‑facing work items, including SAP exceptions (e.g., BPEM cases, billing/invoicing outsources/outsorts, suspense/clarification items) and any approved work performed outside SAP, ensuring timely updates, required approvals, and complete documentation.
• Serve as a point of contact for escalations related to billing, payments, credit, and collections processes; triage issues using SAP and CRM case information (e.g., SAP C4C), assess customer/regulatory impact, and coordinate timely resolution with the appropriate functional owners.
• Perform root‑cause analysis of recurring billing and payment issues (e.g., estimated bills, implausible reads, billing/invoicing errors, posting failures) and participate in workflow reviews to identify gaps, strengthen controls, and reduce repeat volume across the meter‑to‑cash lifecycle.
• Support user acceptance testing (UAT) and production validation for SAP and related system enhancements, including execution of test scripts, documentation of defects, validation of billing/invoicing/payment impacts, and confirmation that control requirements are met before and after release.
• Support credit and collections processes as needed by providing SAP‑based research and documentation (e.g., payment history, posting status, account notes, dunning/collection holds), and coordinating with field collections/disconnect activities in accordance with regulatory and safety requirements.
• Identify, plan, and coordinate cross‑functional training and job aids that improve SAP process adherence and quality (e.g., billing adjustment documentation, required account notes, handoffs between SAP and C4C, and consistent categorization of exceptions).
• Support internal, external, and regulatory audits by preparing SAP evidence, data extracts, and process explanations (e.g., billing controls, payment posting controls, access/SoD support, and exception management), ensuring documentation is complete, timely, and audit‑ready.
• Work closely with Billing Operations, Collections, Finance/Accounting, IT/BIS, and SAP delivery partners to ensure alignment on priorities, consistent process execution, and timely resolution of SAP defects, data issues, and billing exceptions across operating companies.
• Develop and maintain analytical reporting (Excel and other reporting tools as available) to monitor billing and payment quality (e.g., exceptions, aging, rework drivers, cancellations/rebills, estimated bill trends), summarize findings for leaders, and…