Retail Energy Operations Analyst

The future of energy is digitized, decarbonized and localized. At SmartestEnergy, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems.

Formed in 2001, we’re an agile business driven by entrepreneurial thinking. As a subsidiary of the Marubeni Corporation, we also have strong investment and infrastructure behind us. As well as our three offices in the US, we have three offices in the UK and another in Australia. Further expansion is planned for 2025 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.

When you join our Team, you will have the opportunity to contribute and make an impact every single day.

Overview

Reporting to Regional Operations Manager. the principal role of the Operations Analyst is to support the customer lifecycle including but not limited to data entry for new prospects, onboarding and enrolling customers, responding to customer requests, and ensure customer’s receiving high quality of service. This position will also support Sales and Billing Teams with inquiries as needed. The Operations Analyst will be one of the primary users of SmartestEnergy’s Billing System and Salesforce CRM.

In this role, you will be involved with the following:

• Create new sales opportunities in CRM platform

• Process enrollment requests and utility transactions ensuring compliance to market rules and accuracy

• Manage daily invoicing activities within the billing platform, ensuring precision, timeliness, and alignment with contractual terms and service delivery

• Monitor and follow up on overdue customer accounts, applying tactful communication strategies to support collections while maintaining positive client relationships

• Address customer inquiries and billing discrepancies promptly and professionally, ensuring resolution aligns with service standards and regulatory expectations

• Support company-wide initiatives to deliver exceptional customer service, acting as a trusted resource and advocate for client satisfaction and retention
• Serve as the primary point of contact for energy brokers, managing post-contract communications and ensuring seamless coordination across operational and billing functions

To be successful in this role, you are likely to have the following skills/experience:

• 2-3 years’ experience in Customer Service or Billing role for an energy supplier serving customers in ERCOT required
• Demonstrated knowledge of ERCOT market rules and requirements for retail energy suppliers
• Understanding the functions of the Billing and CRM systems
• Superior communication skills, both verbal and written
• Strong attention to detail
• Energetic, driven and committed to success while working under tight time constraints and pressure
• Strong ability to work collaboratively within and across teams

Diversity

Celebrating our inclusive and diverse culture is core to what we do. We value everybody irrespective of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability and genetic information (including family medical history). EOE.

We know that for our business to thrive we need diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate. We view diversity as one of the key enablers that helps our business to grow.

We are committed to the full inclusion of all qualified individuals. As such, if a reasonable accommodation is needed to participate in the job application or interview process, please reach out to the HR & People Team via email [email protected] so we can discuss with you further.