I've been doing bill auditing for about 6 months now and I'm struggling to get the right contacts at FPL. The customer service reps can't help with complex billing issues, but I can't seem to reach anyone in the commercial billing department. When I mention I'm a third-party auditor, they get suspicious. How did you all establish your first utility contacts? Feeling like I'm hitting a brick wall.
New to the business - how do I even get utility contacts?
Mike, start with the utility's website and look for a commercial accounts directory. Most major utilities have dedicated reps for large commercial customers. Call the main number and ask specifically for "commercial billing disputes" or "tariff analysis department." Don't lead with "I'm an auditor" - say you're calling on behalf of [Customer Name] regarding their account.
Gloria's advice is solid. Also, make sure you have proper authorization letters from your clients before calling. Georgia Power requires notarized third-party authorization forms. Some utilities want them on file before they'll even discuss account details. Check their website for specific requirements.
Another approach - attend utility-sponsored seminars or rate hearings. Duke Energy hosts quarterly commercial customer workshops where you can meet billing staff in person. Much easier to build relationships face-to-face than over the phone. Plus you learn about rate changes before they hit.
Don't forget about regulatory staff either. State PUC offices often have utility analysts who can help interpret tariffs and billing procedures. They're usually more accessible than utility staff and can provide valuable context on rate structures.
Thanks for all the suggestions. I found FPL's commercial billing department contact info buried in their tariff filing. Going to try Chuck's workshop idea too - looks like they have one next month in Orlando. Hopefully I can start building some relationships there.
Mike, one more tip - always be prepared with specific account numbers and billing periods when you call. Nothing kills credibility faster than calling with vague questions. Have your client's bills in front of you and know exactly what you're asking about before you dial.
Beth's point about preparation is crucial. I keep a call log with detailed notes from every utility interaction. Helps me reference previous conversations and shows the utility rep that I'm organized and professional. They appreciate not having to repeat information.
Just joining this conversation, but I've had good luck reaching out through LinkedIn. Many utility employees have professional profiles where you can send connection requests. I've connected with several TVA analysts this way who have been very helpful with complex rate questions.
Jeff brings up a good point about LinkedIn. Just be professional in your approach and don't immediately pitch your services. Build the relationship first. I've gotten several referrals from utility contacts I connected with on social media.
Update: Attended the FPL workshop Chuck recommended and met three people from their commercial billing department. Already have my first real contact there and she's been incredibly helpful. Thanks everyone for the advice!
Mike, great to hear you're making progress! Those face-to-face connections are invaluable. Keep nurturing those relationships and don't hesitate to reach out when you hit roadblocks. The utility relationship building never really ends - it's an ongoing part of this business.