Customer Revenue Specialist 1

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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.