Operations Specialist – Analyst

Established in 2006, Canadian-owned and head-quartered in Mississauga, Ontario, we are an Energy Retailer Leader. In addition to natural gas and electricity price protection programs, we also have an EverGreen Program, designed to offset greenhouse gas emissions from homes in Canada, offer water heater and air conditioner rentals and also offers Home Protection plans.

POSITION PURPOSE: responsible for providing support for the various enrollment processes for natural gas, electricity and Home Services operations, within our North American markets. In addition, this role is responsible for transacting with the utilities in various markets, working to resolve utility rejected accounts, correcting both internal and utility customer data errors, and provide support to the Operations Team in investigating and resolving any issues related to the overall customer lifecycle, on a regular basis. As part of the Operations Team, the Operations Coordinator 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 relevant markets, including:

• Daily customer enrollment activities including 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.
• Assist with data clean-up activities, and work to maintain overall integrity of system data.
• Assist with addressing queries from other departments regarding enrolment issues.
• Support the Manager and Operations Analysts in performing, and adhering to administration processes related to customer contracts, in response to customer and/or utility 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.

SYSTEM OPERATIONAL ACTIVITY:

• Participate in the Operations team troubleshooting of data integrity and database functionality issues.
• Participate in discussions with the team analysts in identifying opportunities for improvement of internal processes and/or system upgrades and/or changes within operations.

EDUCATION, EXPERIENCE, SKILLS AND CAPABILITIES:

• Community College, or 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 exception handling, and data processing.
• Advanced level proficiency in Microsoft Word, Excel, Access, and Visio.
• 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.

Job Types: Full-time, Permanent

Salary: $50,000.00-$58,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Vision care

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Mississauga, ON: reliably commute or plan to relocate before starting work (required)

Education:

• Bachelor’s Degree (preferred)

Experience:

• Microsoft Excel: 5 years (preferred)
• Administrative experience: 1 year (preferred)
• Data analytics: 3 years (preferred)
• back-office support: 1 year (preferred)

Work Location: One location