POSITION CONCEPT
The Customer Service Specialist is a front-line employee and responsible for completing high-level field orders to resolve customer billing issues and concerns. The Specialist, performing under moderate supervision, completes field verifications, as needed, and troubleshoots billing irregularities associated with the account. Resolves customer complaints filed with the Florida Public Service Commission on meter and billing issues to determine reasons for billing irregularities. Completes field audits to identify any damaged or malfunctioning meters, and documents information to initiate rebilling on customer accounts.
PRIMARY DUTIES AND RESPONSIBILTIES:
- Performs high bill order resolution requests (SHBO) by collecting account consumption data, seasonal weather patterns, metering information, and associated account billing detail.
- Performs field audit and completes necessary load checks for proper meter registration and verifies proper functionality of customer owned equipment.
- Review all account findings and data with customer with a focus on billing resolution and energy conservation.
- Completes field verification requests for SAP billing issues involving various billing discrepancies that include correct meter information, address verification, correct billing rates, and customer electrical issues.
- Resolves escalated FPSC and customer complaints by scheduling field audits with customers and coordinating on-site meter diagnostic tests with company's meter department.
- Completes switched meter identification checks to resolve issues with account records being incorrectly billed on incorrect meter.
- Identify any visible equipment damage, i.e. damaged meters, seals, load management equipment, zap cap equipment, and other TEC maintained equipment.
- Completes miscellaneous field checks on accounts to ensure billing accuracy.
- Updates completion and any correction information of field requests in SAP in the form of exception cases.
TECO Energy
702 N Franklin St
Tampa
Florida États-Unis
www.tecoenergy.com
