Job Summary:
The primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations for assigned retail natural gas markets across multiple states. Responsibilities include mastering standard operating procedures, system processes, and regulatory requirements for each market. The incumbent will lead efforts to monitor, identify, and resolve billing and customer communication exceptions, ensuring compliance and timely correction of system issues. This position acts as the owner of User Acceptance Testing for system enhancements and defects, collaborating closely with Regulatory, Legal, Customer Operations, IT Support, and Marketing teams to ensure shared understanding of system changes and their impacts prior to release. Additional duties include supporting monthly pricing processes, verifying accurate implementation of pricing and promotion codes, and recommending process improvements. The role requires the ability to analyze system concerns using SQL queries, quantify issues, and propose system enhancements. A strong aptitude for learning and recommending AI tools to improve operational efficiency is essential.
Job Responsibilities: Functional Expertise:
- Aligns closely with Regulatory, Legal and Marketing to support all Expanded Market letter requirements while also performing a quarterly audit that ensures all letter content, setup and state requirements are met.
- Monitors billing and error handling for the Expanded Markets; proactively resolving any billing or error issues by running SQL queries and determining the extent of the issue.
- Supports UAT Testing efforts for the Expanded Markets billing system.
- Supports all pricing and promo code set up in the Expanded Markets while also ensuring that any issues with pricing or promo codes are actively researched and corrected as soon as possible.
- Performs a letter audit to ensure that content, layout, mailing timelines as well as all state regulations are being met.
- Reviews daily system generated reports to ensure that all applicable IT functions are working as designed.
- Participates as a SME in Expanded Markets projects by working with the Project Managers in requirements gathering, design, testing and implementation of system enhancement projects.
- Supports the Consumer Relations and Customer Care teams by investigating any billing or letter concerns.
- Serves as reporting liaison for the Expanded Markets System reporting and data requests.
- Business Acumen:
- Ensures that all SOP (Standard Operating Procedures) are kept up to date by continuously reviewing content and making updates based on system enhancements and project implementations.
- Identifies root causes for billing errors and exceptions.
- Manages the print vendor relationships for Customer Operations.
- Engagement:
- Liaises with the Marketing Team to coordinate rate updates, monthly billing, promo code updates and any pricing update requests.
- Works with SouthStar personnel to develop and launch new customer operations processes and process improvements.
- Liaises with Vendor and LDC personnel and SouthStar business owners to gather and document requirements for operational changes in the Expanded Markets.
- Liaises with SouthStar business owners to gather and document requirements for deploying system enhancements in the Expanded Markets.
- Works with SouthStar personnel to develop and launch new customer operations processes and process improvements.
- Liaises with marketing team to ensure all promotion codes are set up in applicable systems timely and accurately.
- Supports the SouthStar Customer Service Support rewards and recognition program.
- Driving Results:
- Gathers and analyzes data from multiple sources to identify and implement new processes and process improvements in billing and Customer Service Support operations for the Expanded Markets.
- Creates project plans with controls, milestones and checkpoints for system implementation projects.
Qualifications: Education, Certifications/Licenses:
Required: Bachelor's degree or 5+ years of applicable experience
Related Work Experience:
Required:
5+ years of experience in consumer services, billing, system operations, or business to consumer (B2C)
Preferred: Retail utility experience; Natural Gas Marketer/Supplier experience
Specific Skills & Knowledge:
Required:
Ability to work independently under moderate supervision; ability to also operate effectively as a team player, even if located remotely; exceptional verbal and written communication skills; ability to communicate positively and professionally with customers, coworkers and vendors; strong relationship management skills; strong organizational and problem resolution skills; strong project management skills; ability to coordinate and manage multiple tasks with sensitive timelines; ability to perform metrics creation, implementation, tracking and reporting for operational departments; ability to conduct trending and analysis to identify root causes and possible solutions; computer literate; strong knowledge of Microsoft Office, Outlook, Word, Excel, PowerPoint, SQL
Preferred:
Strong knowledge of Teams and Copilot; advanced database knowledge (e.g. developing and executing SQL statements, importing data, etc.)
Working Conditions/Physical Requirements:
The incumbent works in an office environment, with a hybrid schedule, on-site 4 days per week and subject to change per business needs.
Disclaimer:
This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required of employees in the job. Reasonable accommodation may be made to qualified disabled individuals for performance of essential duties and responsibilities.
EEO:
"Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."
