Welcome to the intersection of energy and home services. At NRG, we're driven by our passion to create a smarter, cleaner and more connected future.
Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.
Service Billing Business Analyst I
POSITION OVERVIEW
The Billing Analyst - Service Billing conducts technical 1:1's monthly with assigned team members (6-9 specialists), answers team questions, completes daily projects, and reviews completed WOs to ensure proper and timely billing for customers. They have a direct impact on customer experience and actively works to resolve billing related issues, audits work orders, reviews billing details and interacts with various groups to ensure accurate billing and customer satisfaction.
They are responsible for identifying and engaging all resources, both internal and external to continually improve processes to produce prompt and accurate customer billing. They are considered a subject matter expert, responsible for leading project work and facilitating solutions for critical or global billing issues and works under limited supervision with a focus and direct impact on the customer experience and team camaraderie.
KEY RESPONSIBILITIES
Review and correct completed work orders and associated details for billing errors
Invoice customers for missed charges and fees
Send coaching for all departments for training purposes
Understand all Customer Care & Loyalty department billing rules
Identify and report problems in the system to Supervisor/Manager
Projects organization's value by keeping information confidential
Updates job knowledge by participating in educational opportunities
Accomplishes accounting and organization mission by completing related results as needed
Work with other team members that are remote
Stay compliant with SOX Compliance and team stat goals
Meets required performance metrics
Proactively identify enhancements and efficiencies to improve timeliness, accuracy, and completeness in customer billing
Daily special projects
Assists with other projects as assigned
Leads projects and other assigned duties
Maintain and exceed additional workload to assist with seasonality or cross functionally as the need arises
Work hours completed mainly during normal business hours (Monday-Friday)
Provide peer support by answering team member questions and assisting team members with projects
Ability to give IT requirements on improvements
UAT testing
Work with multiple departments to implement changes in procedures and systems
Monthly 1:1s with assigned team members (6-9 specialists)
Lead and organize cross-functional meetings with internal and external departments
Report issues to IT and other departments and create plan to resolve them
Provide feedback for areas of improvement to other teams
Assist with team training
Assist with team auditing
Lead and conduct meetings
Create and maintain training and process documents
Process auto-approvals for specific work orders
QUALIFICATIONS
Education & Experience
HS Diploma or equivalent.
2-3 years of billing experience in the field or in a related area.
Preferred Experience
2 years of Vivint experience.
Skills & Competencies
Organization
Data Entry Skills
General Math Skills
Analyzing Information
Attention to Detail and Thoroughness
Verbal and Written Communication
Multitasking
UAT testing
Ability to give IT requirements on improvements
Ability to run meetings with our team or other departments
Intermediate problem-solving skills
Research/Auditing experience
Minimum typing speed of 35 wpm
Leadership and interpersonal skills
Financial Software (Zuora, Salesforce, and Jira)
WORKING CONDITIONS
Open office environment or fully remote work options available.
Some overtime required with seasonality and as special projects arise.
Travel: Less than 5%
Mandatory in-person meetings in office monthly.
PHYSICAL REQUIREMENTS
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about.
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
Official description on file with Talent.
Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring-under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.
