- Develop a working understanding renewable energy projects and services and applicable regulations and tariffs we operate under in New York state.
- Ensure customer satisfaction within program guidelines and assist with customer inquiries as a subject matter expert on DG billing.
- Drive towards automated and digital solutions that will enhance the customer experience.
- Develop and improve processes and performance of customer service functions.
- Produce and deliver effective customer communications (program manuals, web page updates, customer outreach webinars, letters etc.)
- Produce effective information for leadership and team members.
- Develop and deliver on Key Performance Indicators (KPIs) and billing metric targets.
- Monitor program trends and insights from customers and stakeholders to determine program drivers.
- Collaborate with internal and external partners to adjust program delivery practices to ensure best-in-class service.
- Proactively identify and solve for root causes of billing errors.
- Continuously seek better ways to enhance customer service and cost effectiveness.
- Provide technical guidance, support, coaching and training to others to share knowledge and increase understanding of distributed generation billing.
- Update and maintain standard operating procedures.
- Solid oral and written communication skills, collaboration skills and attention to detail
- Critical thinking and the ability to organize information (quantitative and qualitative)
- Adapt quickly to changing demands, share knowledge across teams and take on new projects.
- Ability to provide superior customer service.
- Self-starter with the ability to develop collaborative relationships, influence others' performance, develop subject matter expertise quickly and drive change.
- Ability to organize work and meet deliverable timelines.
- Occasional travel is required.
- Associate's degree or equivalent in Business, Marketing, Economics, Accounting, Environmental Studies, Sustainability, or a related area required. Bachelor's degree preferred.
- 3+ years of work experience in a related role with some business experience required.
- Solid writing and verbal communication skills are required with demonstrated ability to apply these in a business setting.
- Professional and/or academic experience in renewable energy and/or customer service is preferred.
- Knowledge of the electric utility industry and/or distributed generation is preferred.
- Proficiency in or ability to learn relevant software is required (.e.g. Microsoft office products - Excel, Word, PowerPoint, Teams) along with other programs and applications such as Salesforce and the Company's billing system.
- Experience with process improvement is preferred.
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DG Billing Specialist, Customer Integration - Buffalo, United States - National Grid USA
Description
About usNational Grid is hiring a DG Billing Specialist, CEI NY Program Support for our Customer Energy Integration department. This position can be located near Albany, NY; Syracuse, NY; or Buffalo, NY.
Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.
To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.
Job Purpose
This position is responsible for performing activities that support accurate, timely and complete compensation for customer distributed generation facilities in the state of New York. You will perform billing functions and manage billing processes to ensure accurate application of credits to customer bills.
Act as a point of contact for billing inquiries from internal and external stakeholders. Work cross functionally within program support team as well as regulatory, billing operations, legal, account maintenance, and metering departments within National Grid to achieve results.
The activities support areas such as, but not limited to, regulatory compliance, contract administration, renewable energy, crediting programs, superior customer service, reporting, program management, cost recovery, and process improvement.
Key Accountabilities
Position Responsibilities (including but not limited to):
#LI-Hybrid
#LI-STR1
Upstate NY Salary
$88,000 - $104,000 a year
Salary is commensurate with experience and location.
This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
