Support Senior Analyst – Large Business Customer Service

Job Title

This position is responsible for validation and accuracy of Commercial and Industrial (C&I) customer contract interpretation, account set-up and transaction tracking. This position will review signed C&I contracts for set-up accuracy against accepted quote and billing systems as well as resolve Utility enrollment exceptions. This position will identify, diagnose and resolve critical issues to ensure the customer is billed accurately and in a timely manner. Position will also include collaborating with key stakeholders to reduce errors. This position serves as a SME to provide an escalation path for other team members for direction/guidance.

Key Accountabilities

• Validate terms listed on quote against signed contract. Identifies, researches, and resolves discrepancies or escalates as appropriate.
• Perform audit within system to ensure account set-up accuracy
• Perform specific set-up tasks in internal and external systems
• Validate replication to billing system for accuracy
• Identify, diagnose and resolve critical errors
• Monitor and track Utility transactions
• Direct, guide, and mentor team on complex issues and best practices
• Serve as Support Representative in multi-department meetings as needed
• Partner with Legal, and business leaders to maintain regulatory requirements and compliance.
• Identify process improvements and make recommendations to management as well as partner with technical personnel for implementation of improvements
• Perform other duties as assigned
• Basic to intermediate system testing to include data mining and/or scenario set-up.

Education, Experience, & Skill Requirements

• 5+ years of experience in a related field such as QC, Audit, Billing, Operations
• Data analysis between various systems such as SAP, Lodestar, Salesforce
• Root cause analysis
• Excellent communication skills to include ability to present information to various workgroups and teams
• Intermediate to Advance skill in computer software applications such as MS Office products, SAP, Salesforce, Lodestar
• High school diploma or equivalent

Key Metrics

• Support departmental SLA's and work queue achievement
• Maintain qualitative and quantitative measurements related to departmental goals
• Identify and partner with technical analyst to implement process improvements
• Work specialized projects as assigned.
• Identifying system defects and partnering with IT for correction.

Duties

• Serve as SME for LCI transactions, LCI rollover process, LCI bill format restructures and resolution source for complex errors.
• Analyze transaction data to identify trends, discrepancies, and opportunities for process improvements.
• Maintain documentation of procedures, configurations, and user guides.
• Collaborate with cross-functional teams including Sales, Technology, and Customer Service to resolve complex issues and discrepancies.

Skills

• Excellent analytical skills with the ability to interpret large, complex data and reports.
• Intermediate Excel skills and data analysis tools such as Microsoft Power BI, VBA, etc.
• Detail-oriented mindset with a commitment to accuracy and compliance.
• Effective communication skills to collaborate with various stakeholders and resolve issues.
• Ability to work independently and as part of a team in a fast-paced environment.

Job Family

General Services

Company

Vistra Retail Operations Company

Locations

Irving, Texas Texas