Retail Operations Analyst

Energy Harbor is a financially secure independent power producer and fully integrated retail energy provider focused on safe and best-in-class operations and financial performance. With its fleet of reliable generating resources, including substantial carbon-free generation, Energy Harbor is well positioned for long-term value creation and competitiveness in a low-carbon future and is focused on enabling a growing customer and stakeholder base to meet their environmental, social and sustainability goals.

As we continue to grow, we are looking to fill several Transaction Management Analyst roles within our retail operations organization. Retail Operations is an organization that values a competitive spirit, has a customer-centric focus, and provides visionary leadership.

The retail operations group at Energy Harbor, consists of multiple teams including: Call Center Vendor Management, Revenue Management, and Transaction Management. These positions will be based out of our headquarters in Akron, Ohio.

Position Summary

Transaction Management

The Transaction Management team is accountable for providing a high level of customer service, continuous support and proactive involvement with leadership and peers on reporting and analysis of business unit activities. This team assists in the processing of customer contracts, including coordination of legal reviews, implantation of standard and non-standard contract language and application of contracts to enrollment of a customer

Responsibilities include, but are not limited to:

• Utilizing data and technology to manage critical customer interactions and touch points for commercial, industrial, and residential customers
• Developing and delivering training and communication processes
• Understanding, analyzing and executing workflows for escalations and exceptions
• Developing and delivering resource plans to support Retail Operations initiatives
• Providing and maintaining a high level of customer service and continuous support through proactive involvement with leadership and peers utilizing detailed reporting and analysis of the business unit activities
• Conducting transactional specific research, analyzing data, interpreting results, making recommendations and perform appropriate corrections
• Consistently anticipating and delivering against a defined action plan – measuring results and making appropriate adjustments
• Developing effective working relationships with employees at all levels of Energy Harbor and Energy Harbor external vendors
• Seeking approval and implementing ideas and strategies to improve complex work processes and projects
• Working with IT to translate business requirements by creating IT system functional specification documents and creating test plans for system implementations and upgrades

Qualifications

• Bachelor’s degree in Finance, Computer Science, Business Administration or related fields required
• Practical business experience in a fast-paced operational environment
• Minimum 0-3 years professional work experience required
• Knowledge and understanding of Retail Operations business is a plus
• Strong customer service skills
• Business and financial acumen
• Background knowledge of the electric industry, deregulated electric markets and consumer products markets is a plus
• Project management experience for small to medium size projects is a plus
• Strong analytical skills with exceptional and consistent attention to detail
• Strong communication skills and ability to work cross functionally
• Questioning attitude and willingness to make recommendations when process and system improvements are needed
• Positive attitude and proactive behavior
• Strong organization skills with ability to multi-task, prioritize and meet deadlines
• Proficient in Microsoft Office applications (Excel, Access, PowerPoint and Word). Working knowledge of database query tools or knowledge of SAP or related enterprise resource planning (ERP) packages a plus.

Benefits, Compensation & Workforce Diversity

At Energy Harbor, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.energyharbor.com to learn more about all of our employee rewards programs. Energy Harbor proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.

Safety

Safety is a core value for Energy Harbor and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.