This position plays a key role in delivering accurate, efficient support to our clients. An equally important aspect of the position is ensuring timeliness and accuracy in account-level billing, and related system processes. This position is ideal for professionals with strong customer service and analytical skills, who are eager to learn, and ready to build a career in customer support within the deregulated energy sector. In this position, you will gain hands-on experience in managing daily exceptions and serve as the primary support contact for client inquiries. Excellent communication skills and a customer-first mindset are key.Position Responsibilities Essential FunctionsAnalyze and resolve daily billing exceptions to ensure accurate and timely billing of accounts and adherence to defined audit controlsReview system data to identify discrepancies, escalating issues when needed, with guidance from leadership Research and respond to client inquiries related to all facets of the billing system, and associated systems, providing clients with clear and timely resolutionsCommunicate with trading partners on behalf of clients to resolve billing-related inquiries or discrepanciesCollaborate with internal teams to address client needs Communicate updates to clients regarding system changes, enhancements, or maintenance activities to ensure transparency and client confidenceSupport peers and participate in team learning activities to build proficiency in the billing applicationPerform other related duties as assignedRequirementsExperienceStrong customer service background with excellent verbal and written communication skillsDemonstrated analytical and problem-solving skills, with experience interpreting data and resolving exceptions. Knowledge of commonly used concepts, practices and procedures in data exception management and/ or customer care processesAbility to manage multiple tasks and build independence Comfortable working in a fast-paced environment. Ability to adhere to organizational escalation processes and exercise sound judgement in cross-departmental interactionsAbility to work on multiple projects, prioritize effectively, meet deadlines, and creatively solve problemsComfortable working with both business and technical personnelAttention to detail and strong organizational skills are requiredProficiency with Microsoft Office (Excel, Word, Outlook)Prior experience in data processing and/or customer support is requiredExposure to energy markets, billing systems or EDI processes is a plusEducationBachelor’s degree and 2+ years related work experience OR 4+ years related work experienceBenefitsWork EnvironmentThis job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. The noise level in the work environment is quiet to moderate.Travel RequirementsThis job does not require travel.
This position plays a key role in delivering accurate, efficient support to our clients. An equally important aspect of the position is ensuring timeliness and accuracy in account-level billing, and related system processes. This position is ideal for professionals with strong customer service and analytical skills, who are eager to learn, and ready to build a career in customer support within the deregulated energy sector. In this position, you will gain hands-on experience in managing daily exceptions and serve as the primary support contact for client inquiries. Excellent communication skills and a customer-first mindset are key.
Position Responsibilities
Essential Functions
- Analyze and resolve daily billing exceptions to ensure accurate and timely billing of accounts and adherence to defined audit controls
- Review system data to identify discrepancies, escalating issues when needed, with guidance from leadership
- Research and respond to client inquiries related to all facets of the billing system, and associated systems, providing clients with clear and timely resolutions
- Communicate with trading partners on behalf of clients to resolve billing-related inquiries or discrepancies
- Collaborate with internal teams to address client needs
- Communicate updates to clients regarding system changes, enhancements, or maintenance activities to ensure transparency and client confidence
- Support peers and participate in team learning activities to build proficiency in the billing application
- Perform other related duties as assigned
Requirements
Experience
- Strong customer service background with excellent verbal and written communication skills
- Demonstrated analytical and problem-solving skills, with experience interpreting data and resolving exceptions.
- Knowledge of commonly used concepts, practices and procedures in data exception management and/ or customer care processes
- Ability to manage multiple tasks and build independence
- Comfortable working in a fast-paced environment.
- Ability to adhere to organizational escalation processes and exercise sound judgement in cross-departmental interactions
- Ability to work on multiple projects, prioritize effectively, meet deadlines, and creatively solve problems
- Comfortable working with both business and technical personnel
- Attention to detail and strong organizational skills are required
- Proficiency with Microsoft Office (Excel, Word, Outlook)
- Prior experience in data processing and/or customer support is required
- Exposure to energy markets, billing systems or EDI processes is a plus
Education
- Bachelor’s degree and 2+ years related work experience OR 4+ years related work experience
Benefits
Work Environment
This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets. The noise level in the work environment is quiet to moderate.
Travel Requirements
This job does not require travel.
ESG combines deep sector expertise and decades of experience with an entrepreneurial technology culture.ESG provides the complete software platform for energy customer, market and asset management in North America and the UK. We combine SaaS architectures, flexible integration and constant innovation with sector expertise and decades of experience to provide the most adopted software platform in energy retail markets.Our automated software platform, expert services and data insight enable competitive leaders to attract customers, provide the best service, innovate constantly and unlock new technology benefits. With 500 expert employees in bases across our markets, we bring the scale and experience to empower energy leaders globally.
ESG combines deep sector expertise and decades of experience with an entrepreneurial technology culture.
ESG provides the complete software platform for energy customer, market and asset management in North America and the UK. We combine SaaS architectures, flexible integration and constant innovation with sector expertise and decades of experience to provide the most adopted software platform in energy retail markets.
Our automated software platform, expert services and data insight enable competitive leaders to attract customers, provide the best service, innovate constantly and unlock new technology benefits. With 500 expert employees in bases across our markets, we bring the scale and experience to empower energy leaders globally.
