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Billing Data Analyst

3 months ago

markham, Canada Enercare Inc. Full time

Enercare Inc. is one of Canada’s largest home and commercial services companies, providing leading products and services in heating, cooling, plumbing, electrical, water heating and water purification. Our purpose is to provide energy-efficient products and services to our customers, so together we can take action for a greener tomorrow, starting in our homes and buildings.


We are a company that believes strongly in the health, safety and wellness of our people. Enercare is a place where careers are made. We take pride in caring for and continually striving to make a positive impact in the communities we operate in. In our values and our ambitions, we embrace change, and support our team members along the way.


Nationally, Enercare Inc. operates under several brands including Enercare, Service Experts, HydroSolution, Pioneer Plumbing & Heating, and Syles Mechanical Services, servicing Canadians in Ontario, Manitoba, Saskatchewan, Alberta, British Columbia, Quebec and New Brunswick. We are united through our joint commitment to excellent customer service to the Canadians we service every day, and our mission to contribute to a resilient, sustainable future. Enercare Inc. Is wholly owned by Brookfield Infrastructure Partners LP (“Brookfield”), a global leader in the management of alternative assets across real estate, infrastructure, renewable power, and private equity.


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.