Billing Operations Analyst

Company introduction We are a leading energy company providing comprehensive account management and operational support across business, commercial, industrial, national, and government customer segments. Role summary / purpose This role provides full account management support and conducts operational analyses that support informed decision-making within the business unit. The position is responsible for data entry, analyzing trends in business processes, identifying process improvements, and facilitating the creation of appropriate reporting. This role will assist in areas of invoicing and managing complex aggregation customers in multiple markets, ensuring timely and accurate billing of customers. Key responsibilities • Assist customers with account inquiries, billing, and enrollment • Process claims, contractor invoices, and fulfillment requests • Conduct data entry and documentation for operational analyses • Prepare spreadsheets, graphics, and word documents for tracking, reporting, analysis, and presentations • Identify and recommend process improvement solutions for increased overall performance, productivity, and capability • Take a leadership role to create custom solutions with detailed understanding of internal processes, including process definition, SLA creation and implementation, and streamlining • Collaborate cross-functionally across all internal departments to proactively identify, document, develop, and improve system and process gaps • Provide frequent and consistent communication to management staff on deliverables and status updates • Maintain and exceed service level agreements regarding billing and transactional functions • Ensure compliance of rules and regulations across all customer segments in all states • Assist in creating and maintaining process documentation across markets • Communicate effectively with customers and internal teams • Maintain accurate account records and follow established policies • Participate in training and development programs for customer service Requirements – education & experience • High School Diploma or GED required • Bachelor's degree or equivalent experience required • 7+ years of experience in customer service, sales, claims, customer accounting, revenue recovery, or related operational roles Required skills • Proficiency in CRM software and basic computer skills • Microsoft Office Suite with strong Excel knowledge • Comfortable working in multiple IT systems simultaneously • Experience with utility deregulation and familiarity with market rules, protocols, procedures, and market structure for retail competition • Sound problem resolution, judgment, negotiating, and decision-making skills • Ability to execute and deliver while managing changing priorities • Self-sufficient, self-starter mentality requiring minimal supervision Nice-to-have / preferred skills • Quality tools and techniques • Effective written and verbal communication • Financial analysis capabilities • Experience with both ERCOT and Non-ERCOT utilities Employment details – type, location, hours Work Hours: 7:30 AM – 4:00 PM Dress Code: Business Casual Remote work available on an individual basis Shifts may include evenings and weekends as needed Equal opportunity statement We are an equal opportunity employer committed to building a diverse and inclusive workforce.