Billing Exception Spec

Consumers Energy is Michigan’s largest energy provider, providing natural gas and/or electricity to 6.8 million of the state’s 10 million residents in all 68 Lower Peninsula counties. Consumers Energy knows job number one is to keep the lights on for customers. We are committed to delivering reliable, clean, and affordable energy to our customers 24/7.  

This position is not eligible for immigration sponsorship, e.g., H-1B, TN, etc. Please do not apply if you will need immigration sponsorship for a work visa now or in the future, including sponsorship for H-1B, TN, etc., now or in the future. We are unable to hire individuals with CPT, OPT, or STEM OPT for this position as the position is not eligible for participation in the H-1B lottery program and is not eligible for current or future immigration sponsorship for a work visa.

Location: This is a hybrid (virtual/onsite) position with required onsite days on Monday, Tuesday and Thursday and may be assigned to any Consumers Energy Service Center located throughout Michigan's lower Peninsula.  The selected candidate must be within a commutable distance or willing to relocate (relocation package is available for those that qualify). 

GENERAL SUMMARY OF JOB RESPONSIBILITIES
The Billing Exception Specialist’s primary responsibility is to investigate and resolve account discrepancies and exceptions to ensure accurate and timely processing of customer accounts. This role primarily focuses on all residential rates and small commercial rates, which range from simple to more complex rate types. Close attention to regulatory compliance is required for this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Analyze billing, meter, and rate data to determine the root cause of account issues, which may include meter problems, register errors, or other factors affecting account accuracy. Complete work orders in partnership with the field and scheduling teams. These include meter investigations to identify mixed, lost, and fast meters.
• Communicate with customers regarding billing discrepancies, providing explanations and resolutions in a clear and professional manner.
• Ensure compliance with regulatory requirements and industry standards related to billing accuracy and customer billing rights.
• Identify opportunities for process improvements and system enhancements to streamline billing operations and reduce the occurrence of exceptions.
• Proactively identify potential billing exceptions before they impact customers and take preventive measures to address them. Ability to use scripting and automation in work processes is preferred.
• Take appropriate actions to correct account exceptions and ensure accurate billing for affected customer accounts, which may involve correcting rate issues, resolving register problems, or fixing system errors. Also responsible for billing multiple renewable programs, including Net Metering and Distributed Generation.
• Other duties as assigned or as necessary.

KNOWLEDGE/SKILLS/ABILITIES

• Ability to prioritize and manage multiple tasks.
• Adaptability to changing priorities and deadlines.
• Strong analytical and problem-solving skills.
• Attention to detail and accuracy.
• Customer service orientation.
• Knowledge of billing systems and software.
• Proficiency in data analysis and interpretation.
• Strong communication and interpersonal skills.
• Understanding of utility billing principles and procedures.

EDUCATION & EXPERIENCE

• High School Diploma with two (2) or more years of experience interpreting complex billing data and identifying discrepancies. Experience executing utility billing processes, using metering principles, and following regulatory requirements. Experience with billing systems and software, preferably in the energy/utility industry. Experience working independently and collaboratively in a fast-paced environment with a focus on accuracy and attention to detail.

Why should you join our team?

At Consumers Energy, we offer more than just a place to work. We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages. We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day. We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose: world class performance delivering hometown service.

What we offer:

• Competitive compensation packages
• Medical, Dental and Vision
• 401k with company match
• Paid parental leave
• Up to 13 paid Holidays
• Paid time off
• Educational Assistance Program

Diversity, Equity & Inclusion: 

We, at CMS Energy, value Diversity, Equity, & Inclusion. It is part of our DNA. We treat our employees with respect, we treat each other fairly and we value the opinions of others. We are passionate about building and nurturing an environment where everyone feels included. We don’t discriminate. We seek to learn about each other and better understand our unique differences. Our uniqueness makes us authentic. We create safe spaces where everyone can be who they truly are. We invite difficult conversations and uncomfortable topics. We value diverse perspectives; this is what makes us great together. We harbor an inclusive environment where employees feel empowered to share their backgrounds, experiences, and ideas. Our Employee Resource Groups, Women in Energy (WE), Minority Advisory Panel (MAP), Pride Alliance of Consumers Energy (PACE), GENERGY (Different Generations), capable (Different Abilities), Interfaith, People Planet Partners, and Veterans Advisory Panel (VAP) are key enablers to living the values of our company culture: Caring, Empowered, Deliberate, Agility, and Ownership.

All qualified applicants will not be discriminated against and will receive consideration for employment without regard to protected veteran status, disability, race, color, religion, sex, age, sexual orientation, gender identity or national origin.