Job Description
Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.
AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.
If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.
SUMMARY
Under general supervision, is responsible for responding to Indiana Utility Regulatory Commission (IURC) and Better Business Bureau (BBB) complaint cases. Serves as a liaison between Customers Services team and other divisions, departments and organizations on matters related to customer service programs and Regulatory compliance. Identifies process gaps and makes process change recommendations to improve customer experience. Completes daily, weekly, and monthly Key Performance Indicator (KPI) reports and performs data analysis as necessary. Performs any and all other duties, tasks and responsibilities which may be assigned.
BASIC REQUIREMENTS:
Minimum High School Graduate with additional educational or professional training preferred.
Must have strong computer skills with at least two (2) years’ experience using Microsoft products.
Must have excellent communication skills both verbal and written.
Previous experience dealing with sensitive and/or confidential information.
Ability to work independently, prioritize work and meet deadlines.
Strong technical and analytical skills with attention to detail and accuracy.
PREFERRED SKILLS:
One (1) year experience in data analysis, preferably in Customer Services environment.
Experience with billing software including enhancements, replacement and troubleshooting; experience with SAP ISU is preferred.
Utility billing, payment and/or collection knowledge and experience.
Must be able to quickly adapt to changing business needs.
Able to analyze data and make recommendations for process improvement.
Applicable understanding of regulatory guidelines and how those relate to our business.
PRIMARY RESPONSIBILITIES:
Responds to both IURC and BBB cases while ensuring compliance with Indiana Administrative Code for Electric Utilities.
Analyzes complaint cases for trends and process gaps and develops recommended actions to mitigate and improve customer satisfaction.
Completes various daily, weekly, and monthly dashboard and KPI reports for the Customer Services team.
Assists Customer Services leadership team with process improvement projects, including but not limited to, scope of work creation, testing and implementation.