Billing Data Analyst

7 days ago

Markham, Canada Enercare Full time

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work

Status: Regular, Full-Time

Location: Hybrid – Markham

Summary:
 This position is responsible for executing tasks that will support various billing related operations with internal and external groups. The successful candidate’s primary responsibilities will include: configuring, managing and building SalesForce Marketing Cloud email notification journeys and fully supporting the end to end notification requirements. Will be responsible for conducting various functions such as processing transactions, monitoring system exceptions, analysis of files and batches related to billing or payments, billing and rate management as well as researching and resolving exceptions in these key areas. This role will also include analysis of system and user processes to propose and implement process, documentation and training for internal and external groups. The Analyst will also play a key role in contributing towards Enercare's success by meeting business objectives, improving the performance of internal operations, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.

Accountabilities:

  • Configure and manage Salesforce Marketing Cloud Notifications from build, design and complete execution of enabling a marketing cloud journey
  • Must be able to report on number of notifications delivered, identity errors and lead driving solutions forward
  • Maintain and update templates according to business needs or new notification journeys
  • Prepare process documentation and report on learning with the team by collaborating and knowledge sharing
  • Work closely with various departments to support the architecture and own configuring best-in-class implementations of Billing and Sales Cloud.
  • Configure Salesforce Solutions using point and click tools available on the platform ex. Process Builder and Visual Flows
  • Understand and leverage Salesforce Platform to implement scalable solutions
  • Work closely with reporting and analytics team to develop and monitor controls to ensure all exceptions from order to cash are monitored and actioned
  • Partner with Billing and Offline managers to ensure that all controls are being actioned according to defined processes
  • Create adhoc queries using SQL, PowerBI and other tools and reports in order to understand billing or system exceptions
  • Resolve exceptions by identifying root cause, implementing solutions and fixing customer accounts Conduct account research and support for Billing & Collections, which includes research in various systems and requests from various functions across the organization
  • Prepare, validate and execute any bill messaging, letters or inserts required in regular or ad hoc situations
  • Demonstrates a commitment to process improvement while provides recommendations and driving change
  • Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within various Enercare systems
  • Maintaining documentation of internal processes to ensure processes are up to date
  • Work closely with Training and Quality Assurance teams to optimize Billing and revenue related processes
  • Provide analysis and present recommendations to leadership on system or process improvements Supporting other departments to achieve production service levels and any on-going project objectives Any other duties or initiatives required to maintain or enhance service levels

Qualifications:

  • Salesforce CPQ , Service Cloud, Community Cloud and Sales Cloud certifications
    Experience with SaaS Billing and Revenue solutions such as Zuora Billing and Zuora Revenue
  • BBA or equivalent post-secondary education
  • Excellent written and oral communications skills
  • Superior working knowledge of Microsoft Applications such as Excel and Access.
  • Experience with PowerBI or SQL is an asset
  • Minimum three years of experience in an operational environment, financial analysis or other roles that focus on root cause analysis within the scope of billing and revenue systems, with the development and implementation of controls and procedures
  • Self-starter with strong interpersonal and conflict resolution skills Ability to quickly form relationships and interact effectively in a complex environment Strong desire to understand operations and root causes of issues
  • Strong organizational and time-management skills with ability to multi-task and work under tight timelines
  • Ability to understand financial impacts and back-end banking environments
  • Ability to prioritize deliverables and work with various people in all levels including customers to achieve personal and team objectives with the flexibility to adapt to changing priorities
  • Extensive experience handling multiple billing systems and exceptions management
  • Ability to create and formally present recommendations to all levels, including senior leadership teams

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.

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