Billing Agent

Billing Agent

This position is responsible to perform billing actions and reporting activities within a regulated/de-regulated electric and gas utilities market in relation to residential/commercial invoicing. The responsible party will ensure invoices are billed in a timely, efficient manner and in accordance with contractual requirements and client policies and procedures within the SAP billing platform. The Billing agent will work and have strong knowledge of regional energy policies and regulatory compliance. The Billing agent will complete daily billing transactions and failed market transactions with excellent judgment and with limited or no direct supervision.

Essential Duties and Responsibilities

• Resolve transactional and customer billing queries and problems generated from systems and the Exceptions Management Framework
• Validate the accuracy for standard and complex products in daily bill audit process, focusing on attention to detail and quality
• Engage analytical skills in correcting customer issues resulting from failed transactions, billing or invoicing errors
• Create, review, edit, and validate billing documents for accuracy and completeness
• Adhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction.
• Submit invoices to customers via customers defined specifications
• Escalate un-resolvable issues to leads and supervisors promptly
• Ensure invoicing is done timely and accurately
• Review, research, and calculate adjustments to render corrected invoices
• Responsible for calculating and accurately invoicing customers accurately
• Other related duties assigned as per business need

Education/Experience

• Bachelors degree dependent on location or relevant work experience
• 1 to 2 years of experience working, directly with customers in a problem solving, issues resolution or similar role required
• Experience with SAP/CRM in development or execution is preferred

Skills and Competencies

• Focuses on delivering a positive customer experience
• Ability to quickly acquire knowledge of new processes in order to execute accurately on customer accounts
• Ability to multi-task
• Strong organizational and time management skills - ability to organize and prioritize
• Strong proficiency with MS Office products; MS Word, PowerPoint, Excel, and CRM softwares.

Physical/Mental Demands and Working Conditions

• Fixed US time zone working hours with overtime flexibility