This position is responsible for the accurate and timely operations of monthly meter reading and billing schedules. Oversees revenue fieldwork support to coordinate with engineering and operating divisions. Effectively manages employees through leadership, directions, training, and performance management to help minimize lost revenue, resolve damage claims and coordinate cost recovery efforts for Chugach.
Oversees and manages billing and reading schedules including route schedules, review of meter read data, and coordinates the processing of information including transferring the data, into the Customer Information System, reviewing for errors, resolving discrepancies, and ensuring data integrity.
Oversees the accurate and timely billing for member accounts. Ensures billing processes such as pre-bill and flat rate street and yard lights reviews, and read posting are completed timely and accurately, systematical bill estimation is authorized, and data is correctly processed and/or transferred into the Customer Information System.
Oversees and review specialized account billing for commercial members (e.g., small commercial, large secondary service, large primary service, power buyback, seasonal commercial, military bases, and federal accounts).
Manages, reviews, performs advanced quality control and corrections, and approves billing batches.
Oversees quality control measures regarding rate and billing factor changes in Customer Information System.
Ensures compliance with net metering standards.
Oversees and determines deposit calculations for commercial facilities.
Performs advanced researched and troubleshooting related to high bill complaints escalated from lower-level MSRs.
Schedules and oversees accurate reading of Chugach’s meters. Prepares and schedules routes, regularly review meter read data, and coordinates the processing of information including transferring the data, error review and resolution for all revenue related activities.
Oversees the maintenance and operation of the meter reading system by authorizing hardware/software upgrades, coordinating with vendors with problems, and testing program interfaces between meter reading systems and Customer Information System.
Oversees and supports meter reading processes.
Revenue Fieldwork Support
Oversees the accurate and timely scheduling and completion of field service processes, including service/work orders for connects, disconnects, hazard removal, meter installation and credit leave notices.
Oversees and manages new service installation requests, coordinates with operating and engineering divisions as needed.
Manages field investigations related to power theft, fraud, meter mix-ups, billing errors, meter reader complaints, and hazardous service locations. Documents power diversion/power theft cases and maintains records.
Oversees and coordinates the investigation and evaluation of damage claims against Chugach as well as the recovery of damages to Chugach’s property. Coordinates the collection of information used in these determinations in accordance with appropriate tariff, statute, or practice.
Responsible for all duties related to the Revenue Assurance program, including documentation, and gathering evidence for tampering and fraud investigations.
Supervises a multi-level and multi-disciplinary team. Initiates, takes ownership of, and effectively recommends recruiting, selecting, hiring, coaching, rate performance, and engaging in corrective action recommendations for employees following the polices and/or collective bargaining agreements (CBAs).
Develops and oversees team’s action and individual works plans in accordance with department and company objectives.
Oversees training and ongoing development of staff to include identifying training needs/plans, as well as direct and indirect resources to allow for training opportunities.
Directs, plans work assignments, and manages Revenue Assurance personnel.
Participates in overall budget preparation with management team to identify yearly objectives, action plans, and special projects related to budgetary needs. Identify annual budget projects for team including, but not limited to, personnel, training, equipment, and technology costs.
Reviews and approves requisitions an invoice in accordance with budget plans and schedules. Performs annual budget review and reconciliation. This includes reviewing expenditures and allocations on a regular basis, analyzing discrepancies and issues of concern and adjusting when necessary.
Ensures Chugach operates in compliance with all regulatory and corporate policies and procedures, CBAs, tariffs, and statutory requirements.
Exercises authority to resolve employee, customer, and vendor complaints for applicable [policies, procedures, CBAs, (within the terms of the current CBA), tariffs, and/or statutory requirements.
Provides direction to Information Services department personnel regarding applicable Customer Information System development changes. Including: process workflow analysis, troubleshooting and testing, data analysis, system design, etc.
Performs other job-related duties as assigned.
Vice President Member Services: Reports to, receives direction from.
Member Services Management Team: Coordinates staffing, training, and workload, develops and coordinates policies, processes and activities supporting department and corporate operations.
Operations and Engineering Staff: Interacts regarding member and field service issues, exchanges information and works together to resolve issues.
Information Services Managers and staff: Offers information regarding customer information system modifications, enhancements and errors and works closely with staff with troubleshooting, workflow/work process analysis and design issues.
Regulatory Affairs and Pricing: Works with staff to ensure rates that are approved by the Regulatory Commission of Alaska are accurately and timely implemented in Customer Information System.
Corporate Counsel: Works with to ensure member issues are resolved in accordance with applicable statutes, cooperative bylaws, and tariffs.
Bargaining Unit Representatives
Member-Owners: Seeks information from and provides information to ensure account accuracy and professional, courteous service.
Regulatory Commission of Alaska: Shares information regarding Chugach practices. Discusses, researches, and resolves member complaints with commission staff.
Law Enforcement Agencies: Researches and responds to subpoenas and aids as required.
Federal, State and Municipal Agencies: Exchanges information and provides assistance.
Vendors: Participates in the selection and negotiation process for vendors, exchanges information, reviews maintenance and performance agreements and approves/authorizes invoices for payment. Ensures accuracy of business processes performed by vendors and participates in solving problems as needed.
Other organizations and/or partners: Participates in meetings, seminars, and shares information as applicable.
Familiarity with electrical utility distribution systems and working knowledge of utility metering practices.
Deep Knowledge of and proficiency with meter reading systems and commonly accepted billing processes.
Deep knowledge and understanding of billing practices in a regulated public utility environment for metered services.
Knowledge of customer services operations, including account creation, maintenance and termination, reception, and customer handling.
Proficient with complex computerized billing systems.
Fluent proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and similar software, with the ability to demonstrate at an intermediate or beyond skills set.
Knowledge of budget practices and principles.
Ability to identify and solve complex billing, metering, and customer- side electrical problems.
Ability to establish rapport with both internal and external representatives, maintaining courteous, respectful, and professional relationships.
Must have strong communication skills, oral and written, including skills in public speaking, persuasive communication, conflict resolution, and conducting investigations.
Ability to use sound, logical judgment and be an effective decision maker.
This position has the supervisory responsibility for a team of multi-level Member Service Representatives and Meter Readers. This position directs other department personnel as required.
Work is performed in a standard office environment, with occasional weekend and evening work and occasional in-state or out-of-state travel.
Minimum Qualifications and Experience
Bachelor’s Degree from an accredited university in business administration, human resources, communications, , electrical engineering, finance, accounting, or related field is required (one year of post-secondary education is equal to 24 semester credit hours).
Five (5) years progressively responsible experience in a supervisory capacity overseeing utility field metering, fraud/power theft investigations, metered utility billing or similar utility operations is required. Supervisory experience in a union environment is preferred.
Ten (10) years of experience in a relevant field may substitute for the education requirement. For these purposes, one year of experience is equivalent to 24 semester credit hours.