Operations Analyst

POSITION: OPERATIONS ANALYST REPORTS TO: TEAM LEAD, OPERATIONS Position Purpose: Summitt Energy is actively seeking an Operations Analyst to join our growing team. The Operations Analyst is responsible for the natural gas, electricity and Home Services enrollment and billing process, with various utilities across the US, and Canada. In addition, this role is responsible for analyzing customer data, and providing detailed tracking and submission results reports on a regular basis, as well as taking an active role in process improvement. As part of the operations team, the Operations Analyst will contribute to corporate and departmental projects as required, or requested, and play an active role in contributing to the Operations department’s achievement of goals and metrics. Overall Accountabilities : Customer Accounts Administration: Perform the operational work for natural gas, electricity and Home Service, as well as any other products developed for our markets, including: Daily customer enrollment activities including contract processing, enrollments, price changes, de-enrollment, billing, settlement and enrollment rejections with the utilities. Effective handling of all customer data, including confidential account information, meter data, and billing information. Transaction processing, data clean up and integrity, and follow up with customers and utilities on complex account issues. Manage customer renewal process for all customers. Address queries from other departments regarding enrolments. Support the Manager and team lead in performing, and adhering to administration processes related to customer contracts, in response to customer requests. Assist in improving the efficiency of activities, while ensuring consistent application of policies, procedures, and processes between lines of business and geographic locations, within our markets. Reporting & Analysis: Regular reporting to management on enrollment activity utilizing Microsoft Office Excel Detailed analyses, based on enrollment reporting, to support business direction and provide insight into trends, etc. of the customer base. System Operational Activity: Participate in operations team troubleshooting of technology issues. Maintain data integrity for operations. Participate in the creation of specifications for process and/or system upgrades and/or changes for operations. Maintain relationship with our service providers and when necessary, work with these service providers through any transaction issues. Communication: Regular communication both verbal and written between internal stakeholders and team members KEY EXTERNAL CONTACTS: Power and Natural Gas utilities in jurisdictions of operation EDI service provider Third Party Billing System KEY INTERNAL CONTACTS: Information Technology team Accounting teams Portfolio team Customer Service team Education, Experience, Skills & Capabilities : Undergraduate degree in science, engineering, computer science, business or other relevant discipline 2+ years of high volume transactional operations experience, ideally in the retail energy industry, or other regulated industry, such as insurance, or telecommunications. Experience with utility interactions, data management, and process management. Advanced level proficiency in Microsoft Word, Excel, Access, and Visio. Ability to analyze customer data, develop reports, and provide detailed findings. Ability to communicate technical information to non-technical audiences. Organized, and detail-oriented, able to work well within time constraints, and to multitask. Excellent communication and interpersonal skills. Ability to build, and maintain relationships with internal, and external stakeholders. Possess a commitment to achieving satisfaction for customers, with a demonstrated track record of consistently meeting, or exceeding the expectations, and requirements of internal, and external stakeholders. High level of integrity, confidentially, and accountability. Summitt Energy is committed to fostering an inclusive and accessible environment. We welcome and encourage applications from individuals with disabilities. Accommodation is available upon request for candidates participating in all aspects of the selection process. As an equal opportunity employer, we invite applications from all interested parties. We appreciate your interest in Summitt Energy; however, only those selected for an interview will be contacted.