Operations Specialist

Job Summary:

The Billing Specialist is responsible for processing bills for all customer types, within our North America markets. The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task.  This role is responsible for the complete, accurate and timely resolution of all day-to-day tasks and escalated issues. 

Responsibilities:

• Ensure timely, accurate bills are created and sent to residential and small commercial customers for commodity and value-added products.

• Provide billing support for gas and electric deregulated markets serving residential and small commercial customers in multiple states/provinces across US and Canada.

• Review, investigate and follow-up independently on complex operational service requests, emails, and chats related to customer correspondence inquiries in a timely, detailed and thorough manner.

• Work independently to process tasks, investigate and resolve exceptions within target service level agreements (SLA’s). Areas covering but not limited to:

  • Check, export/import, verify and reconcile the accuracy of the files/reports downloaded from and to the utilities.  Depending on the utility, these files may include any or all the following: daily consumption, invoices/bills, accepts, rejects, payments, adjustments and invoice settlements.

  • Review and investigate bills with exceptions making sure their issues are resolved no later than the maximum allowable business days for bills to be returned (bill window).  Communicate with utilities and internal teams when necessary.

  • Reconcile usages/bills received from the LDC against known parameters and ensure their accuracy.

  • Ensure that the monitoring and exception reports are run daily so that issues can be investigated and resolved quickly. This includes the missing consumption report, rejected usage, rejected bills, bills missing responses, unbilled adjustment reports and reconciliation reports.

• Collaborate with vendors and internal teams via phone, conference call, email and chat to investigate and resolve issues.

• Rely on knowledge, training and judgment to plan and accomplish goals, while working under general supervision.

• Utilize reporting, performance metrics to manage risk and ensure tasks are completed within SLA.

• Work closely with Team Lead and Managers to meet goals, review exceptions and take appropriate actions.

• Troubleshoot and perform root cause analysis to resolve issues and escalate as needed.

• Reconciliation of correspondence in case of discrepancies and preparation of reports as needed.

• Identify gaps and help to execute process improvements.

• Participate in special projects, internal/external audit requests, regulatory/utility requests and other duties as assigned.

• This position can be cross trained to support other teams within Operations.

Requirements:

• The ideal candidate would possess the ability to quickly learn new systems and processes, be a self-starter, detail oriented, accountable, analytical, efficient, accurate and be able to multi-task.

• Must be a dependable team player and be willing to work flexible and extended hours, if required.

• Must be detail oriented with an ability to identify a pattern in a problem, conduct research, coordinate with the appropriate back-end teams to solve operational problems and deliver solutions to customer inquiries.

• Strong problem solving and decision-making skills.

• Technical aptitude with ability to understand new tools and data.

• Strong time management and organizational skills.

• Ability to manage multiple tasks/projects and ensure their timely completion.

• Ability to maintain the balance of new daily work and pending work to ensure accurate and timely resolution of all work assigned.

• Ability to adapt to constant change.

• Excellent written and verbal skills.

   

Years of Experience:

• Minimum 2 years of problem solving, issue resolution or other relevant experience required; 4+ years preferred.

• Prior experience in deregulated gas and electric markets is preferred.

• Prior experience in billing, operational exception handling and/or project management is a plus.

   

Education:

• Grade 12 diploma or GED is required.

• Post-secondary degree/diploma is preferred.

   

Technology Requirements:

• Strong knowledge of Microsoft Office (Word, Excel, Outlook, Teams, etc.).

• Advanced knowledge of Microsoft Excel - pivot tables, VLOOKUP, macros, etc., preferred.

• Knowledge of third-party billing system, specifically GBASS, iSigma, Customer Care & Billing (CC&B), Thunderhead is preferred.

• SQL query language skills is a plus.

Compensation: $40,510 - $54,690 CAD Annual *This range reflects base pay only. This role is also eligible for an annual incentive plan based on company & personal performance.  Please note the compensation is listed in compliance with Ontario law and is specific to CA.  It does not apply to similar roles based in the United States.  

Disclosures:

Just Energy is committed to fostering an inclusive and accessible work environment.  We value diversity and do not discriminate on the bases of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other grounds protected by the Ontario Human Rights Code.

This posting is for an existing vacancy.  Just Energy does not use Artificial Intelligence to screen, assess, or select applicants for this position.

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