Customer Consultant Inbound

Customer Consultant - Inbound

We Energies, a subsidiary of WEC Energy Group, is seeking a Customer Consultant - Inbound in our Milwaukee, Wisconsin location. This position is represented by We Energies L2150 Union. Job Summary This is a position in Meter to Bill. The overall purpose of the Customer Consultant - Inbound (Meter to Bill Assignment) is to analyze and ensure timely and accurate processing of all accounts, including billing and field dispatching. This position is responsible for daily dispatching of work orders to field staff, RSS order processing, and processing various reports. This position also includes processing of billing work items, referrals, reports, and escalated billing requests. Both the dispatching and billing tasks include responding to billing or field related questions / inquiries / requests through various avenues which requires significant multitasking. This position is responsible for communicating with customers through various channels. This position may need to respond to emergency field orders and / or calls, dispatch and monitor metering and credit field processes / orders, and monitor reports and take appropriate action.

Job Responsibilities

• Investigate, analyze, and ensure timely and accurate processing of all billing exceptions and field dispatching using various systems.
• Dispatch to field staff construction, appointment, fillerwork, and other miscellaneous electric metering orders.
• Monitor and resolve exceptions on the Remote Service Switch action report.
• Review various system exceptions, reports, and work items to implement correct action for various commodities.
• Respond to, or initiate billing, field, or customer related questions / inquiries / requests.
• Conduct test billing and / or support system testing.
• Respond to employee, customer or field inquiries through various communication channels.
• Work and communicate effectively in a cross-functional team environment.
• Work through all avenues to communicate with customers or employees.
• Answer inquiries and provide information / guidance, redirect to appropriate personnel if necessary.
• May need to assist irate customers by asking customer service-related questions to determine possible causes for dissatisfaction.
• Offer payment arrangements due to irregular billing.
• Determine appropriate budget amount by analyzing customer usage.
• Adjust estimate factor and re-bill if necessary.
• Report emergency or outage information to the appropriate service department.
• Respond to customer inquiries and provide appropriate safety information.
• Participate in committees - participate in team meetings and continuous quality teams; participate on committees for company and community-based projects; provide information.