Customer Operations Analyst

Direct Energy is the largest retailer of energy in North America.  We offer our customers innovative solutions, price certainty, and the professional expertise necessary to help manage their energy costs.  With financial resources to warrant a Fortune Global 500 ranking, the Centrica family of companies is determined to become the industry leader in competitive markets for energy and related services.  We continually seek talented people dedicated to providing fresh thinking in an exciting, evolving industry that?s never been more relevant than in today?s global marketplace.

 

Operations Analyst needed to assist with the PJM and other east coast markets for C&I Customers. Primary role will be supporting the PJM Region:

 

Key Accountabilities: 

  - Third Party Vendor Management - Manage vendor relationship, management of deliverables, execution of testing, coordination with utilities, communication with the business

 - Contract Management  - administer contract requirements for the sign up of new customers as well as the renewal of existing customers, assist with design, implementation and management of the contract management process

 - Workflow Management - Through day to day interaction with regional business resources, work with the broader operations team to address and resolve miscellaneous operational issues 

 - Customer Enrollment  - Oversee and execute enrollment of customers with the utilities, manage exceptions and rejections, communication with the business

 - Customer Care - Provide exceptional customer service through the handling of customer care calls, management of customer expectations, answering customer questions, etc.  First line of resolution for any invoice disputes.

 - Support Sales Team with new products and services

 - Ensure Direct Energy compliance to contracted terms regarding invoice procedure, communication, legal process, procurement guidelines and governance.

 - Works with the Operations Manager to resolve any invoice or compliance issues.

- Utility Relationship - proactively manage the relation ship with key contacts at each respective utiliy relative to our market.  Establish relationship and manage set-up with utilities in new markets.

 

Qualifications: Two to five years experience in deregulated competetive energy markets.  Previous experience in PJM markets a plus.  Prior experience in operations preferred.  Degree in business administration, accounting, finance or information systems preferred.  Customer driven, detail oriented, self-starter, winning attitude and high personal accountability.  Strong interpersonal and communication skills; experience working in teams and meeting deadlines preferred

 

We offer a stimulating work environment with a highly competitive compensation package including salary, bonus opportunities and excellent benefits. Visit us at www.directenergy.com for more information. Interested candidates should submit there resume and salary history online www.directyourenergy.com/career.html

 

Direct Energy is an Equal Opportunity Employer AA/F/M/D/V