New

Customer Revenue Specialist 1

CPS Energy
United States, Texas, San Antonio
May 09, 2025
Customer Revenue Specialist 1 Date: May 8, 2025 Location: San Antonio, TX, US, 78205 Company: CPS Energy We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day! Deadline to apply: May 16, 2025 Qualifications may warrant placement in a different job level Pay Grade 9 Position Summary The Customer Revenue Specialist serves as a meter-to-cash technical expert to both internal and external customers on complex customer billing and payment issues, including escalated inquires that go beyond the Customer Service's Lead Representatives and Specialists. They conduct root cause analysis on issues by working cross-functionally with other stakeholders to identify and implement solutions that lead to a better customer experience. The Customer Revenue Specialist must possess supervisory skills and perform supervisory duties as required. Tasks and Responsibilities Utilize trend analysis and relevant facts in order to address customer issues related to meter reads, billing, and payment exceptions. Trouble shoot, analyze, and resolve customer impacting failures in various systems to include working with field personnel Use historical data to calculate and provide estimates in order to make the necessary account adjustments or to provide monthly accrual numbers to our Financial Services Team Handle and resolve customer escalated issues from the Office of the President, the City of San Antonio (CoSA), or from any other internal/external stakeholder, to include Open Record's request Perform research and analysis on residential, commercial, industrial and municipal customers to ensure accurate billing using various systems to include UIQ, EIP, SAP, MDS, WMIS and other vendor portals. Perform functions related to the external audit process and requirements to include the preparation of PBC (Prepared By Client) schedules and RFI (Request For Information) responses Explain complex issues and processes in a manner that addresses the customer's needs Perform various reconciliations, such as customer account, vendor invoicing & service level agreements, and general ledger (GL) reconciliations specific to billing, bill print & mail, and payment processing Maintain records and compile detailed financial and operational statistics for monthly reporting and trend analysis Serve as a notification platform technical expert to the Corporate Communications and Customer Services Teams in the execution of all customers proactive messaging Manage and move quickly on requests related to complex processes like Tax Exempt Request, Bankruptcy Filings, City Services Charges from CoSA, and ACH payment processing Work cross-functionally with upstream Meter-to-Cash stakeholders by utilizing specialized techniques for continuous improvement (e.g., Kaizen, Six Sigma, Root Cause Analysis, and Total Quality Management) Exposure to volatile work environment to include irate customers and escalated requests from upper management Develop and maintain written procedures and policies with a strong focus on internal controls Extensive knowledge of CPS Energy Customer Terms & Conditions, Residential & Commercial Rates, Customer Billing & Payment Programs, Bankruptcy Laws, Commercial Code, Banking ACH Rules, Customer Utility Assistance Programs, and rules related to collections activities, returned check policies, and vendor management Ability to work and communicate with external and internal customers at all levels of personnel and vertically with senior management Serve as a technical expert in testing for billing system upgrades, new customer products, and vendor changes/enhancements Make independent decisions concerning error resolution, workload, and work distribution Performs other duties to include supervisory duties Minimum Skills Minimum Knowledge and Abilities High level of accuracy of work and attention to detail, to include the ability to perform precise mathematical calculations Intermediate use of SAP or related Enterprise Resource Planning (ERP). Demonstrated ability to multi-task various critical work assignments proactively and independently in a fast-paced environment and in a professional manner. Ability to develop and maintain working relationships with customers, vendors, and support teams. Demonstrated well-developed written and verbal communications skills for interaction within the section, across departmental lines to all levels of personnel and vertically with management. Demonstrated positive interpersonal behaviors toward CPS Energy, associates, and customers consistent with company core values Ability to effectively manage sensitive and confidential information. Ability to effectively handle challenging customers Ability to work occasional overtime, to include weekends, as determined by management Initiative to work independently or as a member of a team, coordinating with others to achieve desired results Ability to identify alternative solutions for development of decision-making proposals, which support organizational goals/objectives Ability to make independent decisions and often makes recommendations which affect the section. Strong analytical and problem-solving abilities. Experience working with complex data. Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling Preferred Qualifications Lean Six Sigma Yellow Belt Certified. Fluent in both Spanish and English with ability to pass comprehension examination. Experience with gas and electric accounts, consumption data, meter data, and Device Management. Competencies Demonstrating Initiative Making Accurate Judgments and Decisions Interacting with People at Different Levels Working with Ambiguity Driving Continuous Improvement Minimum Education High School Diploma or GED Required Certifications Working Environment Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator. Ability to travel to and from meetings, training sessions or other business related events. Physical Demands Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations. Nearest Major Market: San Antonio Job Segment: Six Sigma, Lean Six Sigma, ERP, Testing, Power Plant, Management, Technology, Energy