Contract Type
Permanent
Contract Type
Full Time
Location
Norwell, MA
Department
Operations

POSITION SUMMARY

This position plays a key role in providing accurate, efficient customer support and services to each of our clients. An equally important aspect of the position is to ensure accurate processing of deregulated market transactions and/or billing of energy related charges within the Customer Information System. The ability to execute complex resolution paths with strong analytical skills to review data, analyze the situation, diagnose resolution and perform necessary actions is required. Strong interpersonal skills and customer focus is expected.

POSITION RESPONSIBILITIES

  • Research and resolve transaction and/or billing exceptions daily
  •  Review data, analyzing information and diagnosing the solution
  •  Monitor daily reports and perform quality control processes to ensure accurate processing of information and adherence to defined audit controls
  •  Ensure Market Compliance in regards to timely submission of data in defined market protocols
  •  Monitor daily file processing
  •  Research and resolve identified discrepancies
  •  Interact with Clients/Client Trading Partners and respond to inquiries with a resolution to their business needs or problems
  •  Respond to billing, transaction or market rules questions. This may require research of market rules, utility specific information, and/or interaction with market entities such as market clearing houses, utilities, or regulatory bodies
  • ·All other related duties as assigned

 

POSITION QUALIFICATIONS

Experience

  •  Knowledge of commonly-used concepts, practices, and procedures within billing, data processing and/ or customer care processes
  •  Excellent verbal and written communication skills
  •  Ability to execute resolution paths with strong analytical skills to review data, analyze the situation, diagnose a resolution and perform necessary actions is required
  •  Ability to multi-task and work independently with little supervision
  •  Ability to work in a fast paced team environment
  •  Ability to work on multiple projects, meet deadlines, and creatively solve problems
  •  Ability to work with both business and technical personnel
  •  Attention to detail and solid organizational skills a must
  •  Proficiency in all Microsoft Office products
  •  Exposure to billing, data processing and/or customer care processes is preferred
  •  Retail Energy, billing or EDI experience is a plus

 

Education

  •  Bachelor’s degree or 2 years related work experience (GPA of 3.0+ in lieu of work experience)
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