Description

At Shell Energy Solutions, we believe there’s a better way to power your business and home.

Aligned with Shell’s ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the best experience to our customers across all channels. 

Shell Energy Solutions mission is to deliver cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market leading energy solutions. Going above and beyond for our customers is what we’re all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?

WHERE YOU FIT IN

Analyst I, Business Support position is the primary point of contact for commercial customers who contact the Business Customer Care Center by phone, fax, email, internet and mail. The Analyst role is responsible for interacting with customers and responding to their complaints, inquiries and requests in a professional and courteous manner. The candidate must be able to perform multi-accountanalysis, problem resolution, contribute to the development of new processes and procedures to enable the delivery of an outstanding customer experience geared towards retaining and expanding customer relationships on the resolution journey. The role requires a blend of analytical skills as well as initiative and the ability to stay ahead of or anticipate business needs in a fast-paced environment. The individual will interface with marketing, sales, operations, and regulatory teams. 

JOB DUTIES & RESPONSIBILITIES (MAIN RESPONSIBILITIES AND DUTIES)

1. Customer Interaction and Issue Resolution:

• Interact with business customers to address billing inquiries, reconciliations, issue orders, and support accounts receivables activities.
• Align actions to specific contractual obligations per B2B customer.
• Diffuse customer frustrations and establish trust, ensuring prompt resolution of their concerns.

2. Issue Research and Mitigation:

• Investigate issues received from various channels (Call Center, Email Communications, SMS/Chat) to mitigate concerns and meet contractual obligation.
• Handle escalations in coordination with Account Management and Sales Management teams.

3. Performance Analysis and Process Improvement:

• Analyze daily operations performance, workflows, and trends.
• Make data-driven recommendations to enhance efficiency and effectiveness.
• Collaborate with teams to implement process improvements.

4. Strategic Reporting:

• Present findings to leadership, enabling informed decision-making about business activities.
• Share relevant findings/actions with sales team to support renewal and satisfaction journeys.

5. Knowledge Management and Communication:

• Coordinate with the Knowledge Management team to prepare accurate communications for the CX organization.
• Document agent processes, step actions, and scripting to support implemented changes.

ESSENTIAL SKILLS AND EXPERIENCE (SKILLS NEEDED TO BE SUCCESSFUL) 

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

•  Has advanced expertise, typically developed through a combination of job-related training and considerable work experience.
•  Works with limited supervision and can assess and resolve complex issues.
•  Strong leader with exceptional coaching and development skills.
•  Strong interpersonal, analytical and time management skills.
•  Ability to multi-task, problem-solve and articulate thoughts and concepts well.
•  Intermediate experience in MS Office Suites and MS Excel.
•  Inbound/Outbound sales and service experience.
•  Experience with technical system implementations and integrations.
•  Experience in the energy-specific industry.

BENEFITS OF WORKING WITH SHELL ENERGY

•  Competitive Compensation
•  Health Care - Medical/Dental/Vision/Prescription Drug Coverage
•  401(k) with Company Matching Contributions
•  Flexible Spending Accounts (FSA)
•  Health Savings Accounts (HSA)
•  Disability Programs (STD & LTD)
•  Employee Basic Term Life Insurance
•  Generous Vacation & Company Holidays
•  Flexible hybrid working schedule.
•  Training and coaching
•  Tuition Reimbursement
•  Paid Parental Leave
•  And much more!

*Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all 

responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be 

accurate reflections of those principal job duties and responsibilities essential for making fair pay 

decisions about the job