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Operations Analyst

Company Profile

Potentia Energy is a retail electricity provider based in Houston, Texas, serving residential and business customers throughout Texas. Potentia provides competitive electricity plans and helps its customers manage their energy costs through a portfolio of innovative products and services. Our team is comprised of hardworking, driven, and independent thinking employees who believe in our founding principles of simplicity, honesty, and trust.

Potentia Energy has an open position for an Operations Analyst, located in Houston, TX. The analyst is accountable for overseeing the accurate and timely enrollment and billing of customer accounts, adhering to contractual standards, and ensuring quality customer satisfaction.

Responsibilities

Proactively manage the relationship with key contacts at the various utilities in the markets in which we are operating; act as initial point of contact with each respective utility
Oversee and execute enrollment of customers with the utilities, manage exceptions and rejections; resolve and communicate enrollment issues with the larger business team (sales, supply, portfolio management, etc.)
Complete account setup in billing system, track and update account status across multiple systems. Through day-to-day interaction with regional business resources, work with the broader operations team to address and resolve a wide variety of operational issues
Work across departments to resolve account billing issues and resolve work items
Handle internal inquiries related to customer issues, including, but not limited to enrollments, drops, reassignments, and first bills
As they develop new products and services, act as Operations point person for the sales teams
Provide input on new processes to facilitate automation and improved efficiency
Manage key administrative functions related to the operating of the company

Qualification

1+ years experience in a gas and electricity Operations environment is recommended. Regulated energy market experience is a plus. Exceptional self-starters without electricity market experience will also be considered.
Strong knowledge of MS Office (Excel skills required and Access skills preferred)
Ability to excel in a fast paced dynamic environment; effectively managing multiple activities and meeting deadlines
Excellent organizational, written, and verbal communication skills and great attention to detail
Exemplary professional demeanor, resourcefulness, flexibility, and self motivation
Ability to learn how processes, diagnose, and suggest improvements and contribute to a continuous improvement atmosphere

To apply,please send your resume to

contact@potentiaenergy.com

Job ID: OA22211

Customer Care Specialist

Customer Care Specialists are responsible for the delivery of friendly and knowledgeable customer support of Potentia Energy’s products and services. They work in a fast-paced corporate customer care environment and possess a demonstrated history of providing best-in-class customer support. We are seeking individuals who are go-getters, flexible, and care about helping people

Essential Job Functions

Provide prompt, courteous, professional service to our customers and assist customers with inquiries via telephone and email regarding enrollments, payments, refunds, and basic information about our products and services.
Serve as a liaison between Customers and other departments to communicate information and when necessary, quickly re-direct escalated customer phone calls.
Research customers’ inquiries and provide alternate solutions.
Proficiently utilize customer care tools, systems and procedures to provide accurate, authoritative and timely support solutions that exceed customer expectations.
Utilize customer feedback and prior occurrences to identify opportunities to continuously improve the customers’ experience and drive efficiency in the delivery of unrivaled customer care.
Maintain/achieve Customer Care performance measurements to ensure Potentia’s success and industry leadership in customer care.
Perform numerous duties including filing, faxing, relaying messages and problem solving.
Consistently demonstrate the ability to effectively handle difficult calls and emails.

Requirements:

1 + years customer care experience in a high volume contact center, energy or service environment.
High school degree or equivalent experience preferred.
Proficiency with, and the ability to rapidly navigate between, the following applications and systems:
.Microsoft Office, including strong skills in Excel, Word, PowerPoint, & Outlook
.Customer Care center technologies
Exceptional written, verbal communication skills, detail-oriented, and results-driven
Motivated self-starter with positive thinking; can work with minimum supervision
Flexible and able to manage multiple assignments.
Bilingual in English and Spanish preferred.

Potentia Energy is an Equal Opportunity Employer.

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