Job Type

Full-time
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 very best experience to our customers across all our channels.
Shell Energy Solutions mission is delivering 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
The Sr. Operations Analyst is responsible for all customer service aspects, including but not limited to, billing, monitoring, and communication with large and complex customers. The Sr. Operations Analyst is also responsible for training, testing, troubleshooting, reporting, and overflow responsibilities throughout the department.
Reporting into the Operations Managers, the role requires self-motivated, dedicated and responsible individual with the ability to perform well under pressure.
JOB DUTIES & RESPONSIBILITIES

• Responsible for accurate and timely processing of enrollment and billing transactions for large and complex customers as well as quality customer service via telephone and email communications
• Responsible for any complex invoicing including manual invoices outside of the billing system.
• Training of new Retail Operations Analysts and existing Retail Operations Analysts when it relates to new processes and procedures
• Works closely with the Director and Manager of Retail Operations for special and high priority projects as well as testing and troubleshooting system enhancements and new technology that will affect the day to day in the department
• Responsible for pulling and analyzing weekly operations reporting and communicating to the team and management
• Responsible for analyzing and troubleshooting customer questions and concerns including working with other departments to ensure the best customer service interaction possible
• Responsible for backing up other analysts on the team as well as their responsibilities when necessary for all customer segments
• Other duties as assigned

ESSENTIAL SKILLS & EXPERIENCE
Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• 5 years back-office REP experience
• Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards
• High School diploma required; some college preferred
• Good communication skills, written and oral, for example ensuring sales agents are kept informed of any delays in turning around pricing requests, or outlining the rationale behind a decision not to approve credit for a customer.
• Analytical mindset, demonstrate ability to problem solve and create practical solutions to overcome problems and mitigate risks.
• Comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs
• Excellent attention to detail
• Proficient use of Microsoft Office programs including Word, Outlook and strong Excel skills
• Excellent analytical, organization and time management skills, with the ability to maintain a strict level of attention to detail
• Ability to work well within a team environment and demonstrate a vested interest in team goals and objectives
• Excellent interpersonal, verbal and written communication skills, with the ability to establish and maintain positive and effective working relationships
• Self-motivated with the desire to consistently improve performance and gain further knowledge
• Ability to meet deadlines, learn quickly and demonstrate effective problem solving and follow-up skills

LOCATION & WORK SCHEDULE

• Required to be in-person in Houston, TX through a hybrid workplace environment

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!

SHELL ENERGY VALUES
Shell is a company with shared values. Honesty, integrity, and respect aren't simply a strapline: they are part of everything we do. What's more, Shell is an equal opportunities company, and we place the highest possible value on the diversity of our people and our inclusive approach. Join us and you'll belong to a world where you are proud of your achievements and propel your career with global opportunities. We care deeply about fostering a truly diverse workplace.
*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.