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ConEdison Sr Specialist, Revenue Protection in New York, New York

Sr Specialist, Revenue Protection

Job Info


Posting Expiration Date:Apr 26, 2024

Schedule Type:Full-Time

Minimum Salary:$95000

Maximum Salary:$120000

Organization:Customer Operations

Department:Credit and Field Operations

Section:CUST OPS Revenue Protection

Location:NY-New York-E16 St Old Service Center

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Job Description

Mission Statement

  • Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Core Responsibilities

  • Support AMI deployment/steady state activity and assist with developing various reporting and lead generating queries.

  • Work with local supervision and field crews to support all RPU/SPF field activity within the service territory

  • Provide application support to business users of Operations Optimizer Application

  • Manage the RPU Incentive program and future system enhancements.

  • Clearly articulate technical issues and concepts to business users, application support and vendors.

  • Manage and maintain user access requests and rights in Operations Optimizer in a timely manner.

  • Manage vendor relationships and contract, technical interfaces and system functionality between Operations Optimizer, Customer Care & Billing, Service Link and any other work management systems.

  • Provide application support to business users of Customer Care & Billing system application as it applies to RPU/SPF users and support teams.

  • Review and maintain RPU case investigations in Operations Optimizer

  • Provide new process/functionality rollout management including providing training, change management, and verbal and written notifications out to business stakeholders

  • Identifies impediments to excellent customer service and develops programs/procedures to overcome them; develop and implement performance measurements to monitor quality customer service and field productivity.

  • Analyzes training needs within the section and develops/recommends training programs, as appropriate.

  • Conducts announced and unannounced reviews to measure overall customer satisfaction and ensure timely and efficient compliance with policies and procedures; develops recommendations for improvement and follow-up to ensure they are instituted.

  • Performs and documents operational reviews of the section's activities; recommends improved procedures, as appropriate, and ensures their implementation.

  • Ensures consistency of processes within the section and innovates when appropriate to achieve departmental objectives within established cost constraints.

  • Interface with outside agencies and firms, utility companies, security, customers, and senior management, providing information, testimony and collaboration, as appropriate. Develop relationships with various government agencies, other departments and vendors to enhance and promote Customer Operations.

  • Encourages a workplace environment that fosters professionalism, safety, honest, courtesy, excellence, and teamwork.

  • Effectively communicates and enforces the Company's policies governing safety, code of conduct, EEO, security, chemical and substance abuse, discipline and collective bargaining agreement.

  • Performs special assignments as directed by the Section Manager, General Manager, Vice President, and Senior Vice President.

  • Function in a leadership capacity in the absence of the Team Lead.

Required Education/Experience

  • Master's Degree and two (2) years work experience or

  • Bachelor's Degree and three (3) years work experience or

  • Associate's Degree and four (4) years related work experience or

  • High School Diploma/GED and five (5) years related work experience

Relevant Work Experience

  • 3 to 5 years work experience in Customer Service or related Required

  • Knowledge of all facets of Customer Operations including, but not limited to Customer Accounting, Gas & Electric Service Rates, Customer Relations, Investigations (Complaint and Billing), Auditing, and Employee Relations. Required

  • Experienced team player who has demonstrated a high regard for personal responsibility and can work with little or no supervision. Required

  • Exhibits a deep commitment to excellence and a keen attention to detail. Required

  • Ability to make timely and sound decisions and takes initiative in attaining a high level of customer satisfaction Required

  • Possesses excellent analytical and verbal and written communications skills. Required

  • Prior supervisory experience is essential. Required

  • Knowledge of gas and electric meters. Required

  • Knowledge of gas and electric distribution systems. Required

  • Knowledge of analytical tools to drive business results. Required

Skills & Ability

  • Strong verbal communication and listening skills

  • Strong written and verbal communication skills

  • Builds and manages effective teams

  • Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

  • Ability to work within tight timeframes and meet strict deadlines

  • Ability to drive multiple projects to successful completion

  • Ability to influence internal and/or external constituents

  • Effective interpersonal skills

Licenses & Certifications

  • Driver's License Required

  • Other: MED0002 - CMV Medical Exam Required

Physical Demands

  • Ability to push, pull, and lift up to 25 pounds

  • Ability to push, pull, and lift up to 40 pounds

  • Sit or stand to answer a phone for the duration of the workday

  • Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

  • Possess manual dexterity and the ability to use hands for the duration of the workday

  • Ability to stoop, bend, reach, and kneel throughtout the workday

  • Stand to use/operate office equipment for the duration of the workday

  • Ability to read small print and symbols

  • Work rotating shifts, including nights, midnights, weekends and holidays

Other Physical Demands

  • Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

  • Must maintain MED0002 for system emergencies

  • Must be able to respond to Company emergencies by performing a System Emergency Assignment to restore service to our customers.

  • Must be able to company locations travel as necessary.

Technical Difficulty Statement

  • For technical issues, please contact us at [email protected]

Equal Opportunity Employer

  • Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) are equal opportunity employers. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of the individual’s actual or perceived disability, protected veteran status, race, color, creed, religion, sex, age, national origin, gender, gender identity, gender expression, genetic information, marital status, sexual orientation, citizenship, domestic violence victim status, or any other actual or perceived status protected by law.