Analysis Skills, Billing, Communication Skills, Customer Support/Service, Data Management, Data Processing, Detail Oriented, Electronic Data Interchange (EDI), Establish Priorities, Leadership, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multitasking, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Resolve Customer Issues, Time Management, Willing to Travel, Writing Skills
This position plays a key role in delivering accurate, efficient support to our clients. An equally important aspect of the position is ensuring timeliness and accuracy in account-level billing, and related system processes. This position is ideal for professionals with strong customer service and analytical skills, who are eager to learn, and ready to build a career in customer support within the deregulated energy sector. In this position, you will gain hands-on experience in managing daily exceptions and serve as the primary support contact for client inquiries. Excellent communication skills and a customer-first mindset are key.
Position Responsibilities
Essential Functions
- Analyze and resolve daily billing exceptions to ensure accurate and timely billing of accounts and adherence to defined audit controls
- Review system data to identify discrepancies, escalating issues when needed, with guidance from leadership
- Research and respond to client inquiries related to all facets of the billing system, and associated systems, providing clients with clear and timely resolutions
- Communicate with trading partners on behalf of clients to resolve billing-related inquiries or discrepancies
- Collaborate with internal teams to address client needs
- Communicate updates to clients regarding system changes, enhancements, or maintenance activities to ensure transparency and client confidence
- Support peers and participate in team learning activities to build proficiency in the billing application
- Perform other related duties as assigned
Requirements
Experience
- Strong customer service background with excellent verbal and written communication skills
- Demonstrated analytical and problem-solving skills, with experience interpreting data and resolving exceptions.
- Knowledge of commonly used concepts, practices and procedures in data exception management and/ or customer care processes
- Ability to manage multiple tasks and build independence
- Comfortable working in a fast-paced environment.
- Ability to adhere to organizational escalation processes and exercise sound judgement in cross-departmental interactions
- Ability to work on multiple projects, prioritize effectively, meet deadlines, and creatively solve problems
- Comfortable working with both business and technical personnel
- Attention to detail and strong organizational skills are required
- Proficiency with Microsoft Office (Excel, Word, Outlook)
- Prior experience in data processing and/or customer support is required
- Exposure to energy markets, billing systems or EDI processes is a plus
Education
- Bachelor’s degree and 2+ years related work experience OR 4+ years related work experience
Benefits
Work Environment
This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. The noise level in the work environment is quiet to moderate.
Travel Requirements
This job does not require travel.