Operations Specialist

We are looking for a detail-oriented Billing Specialist to process bills for residential and small commercial customers across North America’s deregulated gas and electric markets. The ideal candidate is a self-starter who learns new systems quickly, works accurately under general supervision, and thrives in a fast-paced, multi-tasking environment.

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 the 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.
• Process tasks, investigate, and resolve exceptions within target service-level agreements (SLAs), including:
  • Check, export/import, verify, and reconcile files/reports downloaded from and to utilities (daily consumption, invoices/bills, accepts, rejects, payments, adjustments, invoice settlements).
  • Review and investigate bills with exceptions, ensuring resolution within the maximum allowable business days (bill window).
  • Communicate with utilities and internal teams as needed.
  • Reconcile usages/bills received from the LDC against known parameters to ensure accuracy.
• Run and monitor daily exception reports (missing consumption, rejected usage, rejected bills, bills missing responses, unbilled adjustment, reconciliation) to identify and resolve issues quickly.
• Collaborate with vendors and internal teams via phone, conference call, email, and chat to investigate and resolve issues.
• Utilize reporting and 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; escalate as needed.
• Reconcile correspondence in case of discrepancies and prepare reports as needed.
• Identify gaps and help execute process improvements.
• Participate in special projects, internal/external audit requests, regulatory/utility requests, and other duties as assigned.
• Cross-train to support other teams within Operations.

Requirements

• Minimum 2 years of problem-solving, issue resolution, or other relevant experience; 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.
• Grade 12 diploma or GED required; post-secondary degree/diploma preferred.
• Strong knowledge of Microsoft Office (Word, Excel, Outlook, Teams).
• Advanced knowledge of Microsoft Excel (pivot tables, VLOOKUP, macros) preferred.
• Knowledge of third-party billing systems (GBASS, iSigma, Customer Care & Billing (CC&B), Thunderhead) is preferred.
• SQL query language skills are a plus.
• Strong problem-solving and decision-making skills.
• Technical aptitude with the ability to understand new tools and data.
• Excellent time management and organizational skills; ability to manage multiple tasks/projects and ensure timely completion.
• Ability to maintain a balance between new daily work and pending work to ensure accurate and timely resolution of all assigned tasks.
• Ability to adapt to constant change.
• Excellent written and verbal communication skills.
• Dependable team player willing to work flexible and extended hours if required.

Pay

$40,510 – $54,690 CAD annual base pay. This role is also eligible for an annual incentive plan based on company and personal performance.

Schedule

Full-time, standard shift. Non-management, regular schedule.