Remote SAP Billing Representative

Role & Compensation Overview Job Title: Customer Billing Representative Reporting Location & Schedule: Fully Remote | Monday – Friday, 8:00 AM – 4:30 PM EST Pay Rate to Candidate: $25.00 – $30.00 / hour Interview Process: Virtual interview with Hiring Manager Start Date: ASAP (High Priority / Urgent intake) IT Setup: Client provides and ships all necessary IT equipment directly to the candidate. About the Company Operates as an energy delivery company engaged in natural gas distribution, transmission, and electric distribution operations. The company operates through two segments: Regulated Energy: Natural gas distribution operations in central and southern Delaware, Maryland's eastern shore, and Florida; regulated natural gas transmission in the Delmarva Peninsula, Ohio, and Florida; and regulated electric distribution in northeast and northwest Florida. Unregulated Energy: Additional energy services and delivery operations. Position Summary This role handles complex utility billing scenarios and exception workflows, serves as an escalation point for unusual cases, and mentors peers. The team is currently in the early stages of an SAP implementation; therefore, this role requires advanced proficiency in SAP S/4HANA IS-U billing and Business Process Exception Management (BPEM). The position operates with limited supervision, proactively improves processes, and collaborates cross-functionally to drive billing accuracy, data integrity, and customer satisfaction. Mandatory Requirements & Core Qualifications SAP Billing Experience: Minimum of 1 year of hands-on experience with the SAP Billing Module (specifically SAP S/4HANA IS-U billing and CRMB / Customer Relationship Management & Billing) REQUIRED. BPEM Experience: Demonstrated proficiency with Business Process Exception Management (BPEM) workflows. Customer Relationship Experience: Minimum of 1 year of customer relationship and utility customer service experience REQUIRED. Core Skills & Attributes: Working knowledge of applicable Public Service Commission (PSC) rules, strict adherence to privacy/security protocols, and audit controls. Key Responsibilities & Duties SAP Transaction & Billing Processing: Process customer transactions including billing, invoicing, initiating meter/service orders, updating customer records, and performing all related functions within the Customer Information & Billing System (SAP). Advanced BPEM Case Work: Triage, root-cause, and resolve complex exceptions (e.g., multi-contract accounts, unusual meter/read scenarios, rate/tariff edge cases); recommend category or workflow enhancements to reduce recurrence. Outsorting Validations: Execute and monitor billing outsorting validations during individual or mass billing runs as needed; coordinate with Billing, Data Management (DM), and Financial Accounting / Contract Accounts Receivable and Payable (FICA) when outsort thresholds trigger review. A/R Reconciliations & Adjustments: Perform complex Accounts Receivable reconciliations, research unapplied cash and credit balances, and finalize refund/transfer decisions within authorized limits. Rate & Tariff Application: Interpret and apply approved rate and tariff changes to complex scenarios; verify proration and adjustments for partial periods or mid-cycle price changes. Quality Review & Peer Coaching: Serve as a peer mentor and quality reviewer (spot checking bills, credits, and BPEM resolutions); provide feedback and job aids to strengthen team accuracy and cycle time. Cross-Functional Collaboration: Partner with Customer Service, Meter/Data Management, and Finance to resolve cross-functional issues; contribute to Standard Operating Procedure (SOP) updates and knowledge articles. UAT Support: Support User Acceptance Testing (UAT) for minor releases/patches impacting billing or BPEM categories; document test outcomes and defects. Mail & Account Processing: Process customer requests received through mail—such as address changes, budget billing enrollments, and other account updates. Compliance & Additional Duties: Maintain strict adherence to PSC regulations, data integrity standards, and perform additional duties as assigned. Pay: $25.00 - $30.00 per hour Work Location: Hybrid remote in Dover, DE 19904