Just Energy

Specialist, Enrollments and Transaction Management

Houston, TX

full time

On-site

Utilities

About This Job

Job Title: Enrollment and Transaction Management Specialist, North America Location: Houston, TX (United States -Remote/Hybrid ) Reporting Manager: Team Lead, Enrollment and Transaction Management Job Summary:

The Enrollment and Transaction Management Specialist is responsible for processing enrollments and transactions 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 escalated issues.

Responsibilities:

•

Provide enrollment and transaction management support for gas and electric deregulated markets serving residential, small and large commercial customers in multiple states/provinces across US and Canada;

•

Review, investigate and follow-up independently on complex operational service requests, call logs, and emails related to enrollments and transaction management 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:

•

EDI transaction tagging, enrollment review, enrollment fulfillments, sales conversion, issuing disconnects for non-payment, process move-out after disconnects for non-payment, utility syncs, obligation reports, miscellaneous work lists, collaborating with internal and external stakeholders for the timely resolution of contract and enrollment related matters, etc.;

•

Work with vendors, utilities, market participants and internal teams via phone, conference all and email to investigate and resolve issues that prohibit transactions from being sent/received;

•

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 Operations Supervisors 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 accounts 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;

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Make outbound calls to customers to follow-up on enrollment investigations (MarkeTrak) and service order rejections.

•

Receive inbound calls from customers who were returning calls because of messages left for enrollment investigations (MarkeTrak) and service order rejections.

•

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 enrollment and transaction management, EDI transaction processing, operational exception handling, billing 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, etc.);

•

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

•

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

•

SQL language skills is a plus.

Benefits

Just Energy offers a robust benefits plan for staff members, as well as Employee Assistance Programs that offer a wealth of tools and resources to enrich the employee experience. The company also provides a number of cost-free, self-development courses for those that wish to build on their skills and competencies. In addition, a variety of awards offer another opportunity to recognize and reward employees.

We Offer

•

Competitive compensation

•

Performance-based bonuses

•

Comprehensive benefits package

•

Hybrid Working Model

•

Health and wellbeing tools and resources and more…

Just Energy

and its subsidiaries are an equal opportunity employer.

We are committed to building a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply.

Primary Location

US-TX-Houston

Work Locations

TX-Hou-Westheimer

Job

Operations

Organization

Schedule

Regular

Shift

Standard

Employee Status

Entry Level

Job Type

Full-time

Job Level

Day Job

Travel

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Specialist, Enrollments and Transaction Management

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Technology Requirements:

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