We are looking for a candidate with strong analytic processing and communications skills to join its Retail Services team. In this role the successful candidate will support the Company’s Retail Energy practice by providing support to the retail operations group by assuming management of business process functions supporting billing and transaction management service offerings. This will include production support and issue investigation functions using business and technical expertise, participating in user acceptance testing for new development items and bug fixes, and other related tasks.
This role will provide an opportunity to gain entry to the dynamic and evolving energy industry, helping to support innovation and incorporation of new technologies into marketable services and products.
Those who do not yet have experience in energy services or software development and testing are welcome to apply; enthusiasm, desire to learn, and good communication skills are more important than previous experience with billing and transaction management systems.
The position will involve internal, cross-functional, and client-facing work. Supported processes include issue escalations and management of client communication through external ticketing systems and phone calls as required. In order to support these functions, the candidate will also need to become familiar with operational processes required to support the client’s business. This position will suit a candidate comfortable working under deadlines and with competing priorities. The scope of work will include operational support for billing and EDI functions, development of a business and technical understanding of CES retail platforms and other related activity as required.
The successful candidate will be a high energy self-starter, a positive team player, possess strong analytical skills, and have excellent oral and written communication skills. Must be able to work independently and as part of a team. Being detail oriented and a person of integrity are essential qualities, as is an ability to handle new tasks and manage multiple projects and competing priorities. Competitive compensation and first-rate benefits package, including medical, dental, 401k, profit- sharing, life and disability insurance, and tuition reimbursement. Excellent opportunities for advancement for the right individual.
Representative Duties:
- Proactively and collaboratively communicate with team members and managers to ensure high quality delivery of supported services.
- Assume responsibility for management of daily billing, operations, including quality audits, controls, and exception management.
- Monitor exception dashboards and reports, and participate in trouble shooting, to ensure high quality data integrity and accuracy.
- Investigate client tickets by researching via external and internal software portals and SQL Databases as required.
- Provide escalation support for client issues, including direct client communication and internal coordination.
- Develop requirements for items where technical escalation is required to resolve tickets.
- Identify and recommend process improvements, including workflow changes and/or system enhancements that will drive efficiency in the daily operational procedures.
- Participate in the development of business specs for software and reports, and work with development teams to create and validate new features that impact supported functions.
- Ability to operate with autonomy.
- Write and deliver client communications.
- Assist in completion of ad hoc projects as required.
- Ability to understand and articulate the services and functionality of the CES|BLUE Retail Energy Customer Information Service platform.
