B2C OPERATIONS BILLING ANALYST II

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

We are looking for a highly motivated individual with a genuine interest in energy, technology, and a passion to deliver products for a growing company. The B2C Operations Billing Analysts II holds an important role in achieving our strategic and operational goals. This role is responsible for running and monitoring operational and quality control reports and processes. This Analyst must be organized, self-motivated, able to multi-task and thrive in a dynamic quick-changing environment.

Reporting into the B2C Operations Manager, 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 invoices for B2C (residential and small commercial) ERCOT customers.
• Monitor billing exception workflows that include in-depth review of usage, utility charges and contract details and account reconcilement.
• Review batch logs for errors and warnings within the billing and transactions system. Evaluate the reason for errors.
• Open support cases with billing/IT when system bugs or unexpected system behavior is present.
• Review and respond to billing inquiries from internal departments in a timely and professional manner.
• Complete daily QC reports such as contract alignment, usage gaps, and missing utility charges.
• Produce daily/weekly reports out to management.
• Utilizes problem-solving and multi-tasking skills to manage daily work requirements along with interruptions of additional requests.
• Collaborate and coordinate with cross functional teams on new initiatives or projects.
• Demonstration a continuous improvement and scalability mindset when working on billing enhancement projects.
• Keep SOP documents up to date.
• Build an understanding of the business at a level of detail that enables them to identify and address critical issues.
• Assist in product/billing QA testing when new offers are designed.
• 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.

• 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 meet tight deadlines.
• Positive attitude with high integrity and values.
• Quick learner with desire to grow with the company.
• Experience working with customer support teams.
• Experience in working with ERCOT and TX utilities.
• High school diploma or higher.
• 5+ years’ experience in Retail Energy.
• Strong analytical and problem-solving skills; must be able to provide timely and accurate data analysis.
• Strong business writing skills and experience developing communication in various formats.
• Strong interpersonal skills.
• Learner mindset and eye for continuous improvement needs.
• Excellent 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
• Comply with company policies and procedure

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.