Retail Data Operations Analyst

Customized Energy Solutions (CES), a privately-held company, is a leading service provider of market intelligence and operational support services to companies participating in the retail and wholesale electric and natural gas markets. Utilizing deep know-how developed since the inception of the deregulated energy markets, CES provides accurate & timely analysis on regulatory changes, market opportunities, and operational efficiencies for electricity and natural gas commodities. 

Customized Energy Solutions Ltd. has been recognized regionally and nationally for its impressive and sustained growth, including INC. 500 | 5000 and The Philadelphia Business Journal as a Top 100 Companies in Philadelphia, Hall of Fame for five or more consecutive years. It was ranked as one of the “Best Places to Work” by the Philadelphia Business Journal.

Our team of associates at CES is highly motivated, innovative, and passionate about providing excellent Services to our clients. We look for individuals interested in growing with our company, and working in an exciting, open and collegial work environment. Our main office is in Philadelphia, with satellite offices in various U.S. states, Canada, Japan,  India and Vietnam.

Customized Energy Solutions is looking for a candidate with strong analytic processing and communications skills to join its Retail Services team. In this role the successful candidate will support the Company’s Retail Energy practice by providing support to the retail operations group by assuming management of business process functions supporting billing and transaction management service offerings. This will include production support and issue investigation functions using business and technical expertise, participating in user acceptance testing for new development items and bug fixes, and other related tasks.

This role will provide opportunity to gain entry to the dynamic and evolving energy industry, helping to support innovation and incorporation of new technologies into marketable services and products. Those who do not yet have experience in energy services or software development and testing are welcome to apply; enthusiasm, desire to learn, and good communication skills are more important than previous experience with billing and transaction management systems.

The position will involve internal, cross-functional, and client-facing work. Supported processes include issue escalations and management of client communication through external ticketing systems and phone calls as required. In order to support these functions, the candidate will also need to become familiar with operational processes required to support client’s business.  This position will suit a candidate comfortable working under deadlines and with competing priorities. Scope of work will include operational support for billing and EDI functions, development of a business and technical understanding of CES retail platforms and other related activity as required.

The successful candidate will be a high energy self-starter, a positive team player, possess strong analytical skills, and have excellent oral and written communication skills. Must be able to work independently and as part of a team. Being detail oriented and a person of integrity are essential qualities, as is an ability to handle new tasks and manage multiple projects and competing priorities. Competitive compensation and first rate benefits package, including medical, dental, 401k, profit-sharing, life and disability insurance, and tuition reimbursement. Excellent opportunities for advancement for the right individual.

Representative Duties:

1. Proactively and collaboratively communicate with team members and managers to ensure high quality delivery of supported services.
2. Assume responsibility for management of daily billing, operations, including quality audits, controls, and exception management.
3. Monitor exception dashboards and reports, and participate in trouble shooting, to ensure high quality data integrity and accuracy.
4. Investigate client tickets by researching via external and internal software portals and SQL Databases as required.
5. Provide escalation support for client issues, including direct client communication and internal coordination.
6. Develop requirements for items where technical escalation is required to resolve tickets.
7. Identify and recommend process improvements, including workflow changes and/or system enhancements that will drive efficiency in the daily operational procedures.
8. Participate in the development of business specs for software and reports, and work with development teams to create and validate new features that impact supported functions.
9. Ability to operate with autonomy.
10. Write and deliver client communications.
11. Assist in completion of ad hoc projects as required.
12. Ability to understand and articulate the services and functionality of the CES|BLUE Retail Energy Customer Information Service platform.

1. Relevant college degree (Business, Energy, Engineering, Data Services, Mathematics) or equivalent experience required
2. Excellent analytic processing skills (Excel required, SQL is a plus)
3. Ability to analyze information, solve problems and make quick, fact-based decisions
4. Excellent verbal and written communication skills
5. Ability to work well in a deadline-driven, self-managed environment
6. Demonstrated ability to work well with others at all levels of the organization
7. Demonstrated ability to think “outside the box” by developing and implementing improvements to processes and tools
8. This role will suit a candidate that enjoys problem solving
9. Relevant graduate degree or industry training a plus
10. Curious, enthusiastic candidates passionate about problem solving and customer experience are encouraged to apply

Salary is commensurate with experience.  Benefits include performance bonus and profit-sharing Medical Savings Account, comprehensive health Insurance, disability insurance, life insurance, and 401K matching and tuition reimbursement. Excellent opportunities for advancement.

Customized Energy Solutions provides equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.