Customer Consultant - Inbound

We Energies, a subsidiary of WEC Energy Group, is seeking a Customer Consultant - Inbound in Milwaukee, Wisconsin. This position is represented by a union.

About the role

This is a position in Meter to Bill. The Customer Consultant – Inbound analyzes and ensures timely and accurate processing of all accounts, including billing and field dispatching. Responsibilities include daily dispatching of work orders to field staff, RSS order processing, handling billing work items, referrals, reports, and escalated billing requests. The role requires significant multitasking to respond to billing or field-related inquiries through various channels and may involve emergency field orders or calls.

Responsibilities

• Investigate, analyze, and ensure timely and accurate processing of all billing exceptions and field dispatching using various systems.
• Dispatch to field staff construction, appointment, filler work, and other miscellaneous electric metering orders.
• Monitor and resolve exceptions on the Remote Service Switch action report.
• Review various system exceptions, reports, and work items to implement correct action for various commodities.
• Respond to or initiate billing, field, or customer-related questions, inquiries, or requests.
• Conduct test billing and/or support system testing.
• Respond to employee, customer, or field inquiries through various communication channels.
• Work and communicate effectively in a cross-functional team environment.
• Answer inquiries and provide information or guidance; redirect to appropriate personnel if necessary.
• Assist irate customers by determining possible causes for dissatisfaction.
• Offer payment arrangements due to irregular billing.
• Determine appropriate budget amount by analyzing customer usage.
• Adjust estimate factor and re-bill if necessary.
• Report emergency or outage information to the appropriate service department.
• Provide appropriate safety information to customers.
• Participate in team meetings, continuous quality teams, and committees for company and community-based projects.
• Provide feedback and input to improve and test call guides and standard models.
• Act as a personal mentor as needed.
• Adhere to and support all corporate safety and customer satisfaction initiatives.
• Assist with special projects as needed.
• Provide backup to all team members and timely input/answers to internal/external business partners.
• Dispatch and monitor field processes, reports, or orders.
• Support dispatching duties and ensure appointments are completed on time.
• Be available for emergency or storm call-in.
• Perform additional miscellaneous duties as assigned.

Requirements

• Ability to multitask in a fast-paced environment while maintaining quality and accuracy.
• Strong communication skills for interacting with customers, employees, and field staff.
• Proficiency in analyzing billing exceptions and field dispatching using various systems.
• Experience with test billing and system testing support.
• Ability to work effectively in a cross-functional team environment.

Testing Requirements

Candidates must complete the following assessments:

• Selection System for Customer Service (SACS): A multitasking simulation that measures competencies such as customer focus, multitasking, ownership, problem-solving, processing speed, and quality focus. It also evaluates words per minute (WPM).
• Customer Care Center Structured Interview (CARECTR): Evaluates competencies including building customer loyalty, applied learning, decision-making, adaptability, engagement readiness, work standards, and communication skills.

End date for this posting: 09/04/2026.

Pay

The pay range for this position is $25.29 to $32.05 per hour. The starting salary within this range will be based on factors such as relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business needs.