Operations Analyst

Proudly Canadian-owned, Enercare is committed to providing the best services, solutions and advice to make customer’s homes as comfortable as they can be. With Enercare Advantage, we provide affordable clean air and water solutions for homes and workplaces. We are committed to operating in an environmentally responsible way, including keeping as much waste out of landfills as possible, and giving back to the communities where we live and work. Enercare is about putting people first by listening to our customers, continuous improvement and making our organization a destination for building people’s careers.

Come and join one of North America's largest home and commercial services and energy solutions companies! We offer comprehensive benefits, a DC Pension Plan and savings match plan. If you are passionate about joining an organization committed to delivering 5 Star Customer Service, we would love to hear from you.

Enercare has embraced a hybrid work environment for the time being as we try different options and technologies to determine what will work best for the future of our people and our organization. Join us with an open mind on the future of work!

Role: Operations Analyst

Status: Permanent, Full-Time

Reports to: Manager - Back-Office Customer Operations

Location: Markham – Hybrid

The Operations Analyst is responsible for executing tasks that will support various Direct Billed Operations internal and external groups. The successful candidate’s primary responsibilities will include processing transactions, files and batches related to payments, billing and rate management as well as researching, resolving exceptions in these key areas and related projects.

This position will also play a key role in contributing towards Enercare's success by meeting business objectives, improving the performance of internal operations, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.

The Operations Analyst may work early and/or after hours to ensure billing deadlines are met.

Accountabilities:

• Prepare, validate and execute Batch processing files, Payment and Rate Change processes
• File Transfer Management between internal and external vendors
• Resolve exceptions by identifying root cause, implementing solutions and fixing customer accounts
• Conduct account research and support for Billing & Collections, which includes research in various systems and requests from various functions across the organization
• Periodic letter mailing supporting various internal and external groups; Prepare, validate and execute any bill messaging or inserts required in regular or emergency situations
• Demonstrates a commitment to process improvement while provides recommendations and driving change
• Foster and develop the capability to be a ‘Super User’ for internal systems while cultivating a position as a Subject Matter Expert within various Enercare systems
• Maintaining documentation of internal processes to ensure processes are up to date
• Supporting other departments to achieve production service levels and any on-going project objectives
• Any other duties required to maintain service levels

Qualifications:

• Minimum three years of experience in an operational environment, process improvement, financial analysis or other roles that focus on root cause analysis, development and implementation of controls and procedures
• BBA or equivalent post-secondary education
• Excellent written and oral communications skills
• Superior working knowledge of Microsoft Applications such as Excel and Access
• Self-starter with strong interpersonal and conflict resolution skills
• Ability to quickly form relationships and interact effectively in a complex environment
• Strong desire to understand operations and root causes of issues
• Strong ability to multi-task and work under tight timelines
• Strong organizational and time-management skills
• Ability to understand financial impacts and back-end banking environments
• Ability to prioritize deliverables and work with various people in all levels including customers to achieve personal and team objectives
• Flexibility to adapt to changing priorities
• Extensive experience handling multiple billing systems and exceptions management

Enercare is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, national origin, religion, sex, age, sexual orientation, gender identity, citizenship, marital status, disability, pregnancy, military status, protected veteran status or other characteristics protected by applicable law. Enercare’s recruitment process includes accommodation for applicants with disabilities in accordance with applicable provincial accessibility laws and regulations. All accommodations will take into account the applicant’s accessibility needs due to disability and are available upon request.