NE Retail Operations Analyst

Job Description

Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers' lives by providing energy, protection, and smart services for their homes and businesses.

The Operations Analyst supports Retail Billing Operations by ensuring accurate, timely customer transactions, account maintenance, and monthly billing. The ideal candidate brings strong analytical skills, process discipline, and working familiarity with data tools to help drive customer satisfaction and operational excellence.

Essential Duties/Responsibilities:

• Develop a thorough understanding of the electricity and gas customer lifecycle-from contract initiation through final account processing.
• Work within customer management systems to process daily operational tasks and electronic transactions with vendors/utilities.
• Monitor and resolve transaction and billing exceptions within established SLAs; escalate appropriately when needed.
• Use reporting and analytical methods (e.g., Excel, SQL/Power BI where applicable) to identify issues and maintain compliance with internal/external SLAs.
• Perform root cause analysis to address exceptions, errors, and process gaps; recommend and implement fixes.
• Research and analyze complex business problems using software tools and knowledge of the retail energy market.
• Support execution of new business and regulatory requirements.
• Serve as a subject matter expert for transaction and billing questions.
• Create and maintain clear process documentation for training and reference; deliver training to colleagues as needed.
• Collaborate with internal teams, management, external vendors, and utilities to resolve issues and support projects.
• Perform other duties as assigned.

Working Conditions:

• Fast paced office environment with high volume workload.
• Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
• Evening and weekend work may be required as job duties demand.
• Hybrid schedule: 4 days in open office environment, 1 day remote.
• Minimal domestic travel may be required.

Minimum Requirements:

• Bachelor Degree from accredited university.
• 2-4 years Operations or Back Office related experience.
• Proficiency in Microsoft Office, Power BI, SQL

Preferred Qualifications:

• College degree in business or related area preferred.
• Working knowledge of deregulated energy market preferred
• PrProficient in SharePoint, Power BI, and SQL Server Management Studio, SAP

Additional Knowledge, Skills and Abilities:

• Strong analytical and quantitative skills; comfort working with large datasets.
• Ability to solve complex problems with minimal guidance and make sound decisions.
• High attention to detail; able to prioritize and manage multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills; able to present findings effectively.
• Strong collaboration skills with a team-oriented mindset.

Physical Requirements:

• Work is primarily sedentary (desk work at a computer).
• Regularly required to talk or hear to communicate.

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