Job Description

Client Services Support Analyst - ( 231704311 )
Description

Job Title/ID: Client Services Support Analyst (231704311)
Location: Mississauga, ON (Hybrid-Remote)
Reports To: Director Commercial Account Management Just Energy and its subsidiaries are an equal opportunity employer (EOE). We are committed to building a workforce that reflects the communities we serve and to promote a diverse, inclusive, accessible, merit-based, respectful and equitable workplace. We invite all interested individuals to apply. Just Energy is a retail energy provider specializing in electricity and natural gas commodities and bringing energy efficient solutions and renewable energy options to customers. Currently, operating in the United States and Canada, Just Energy serves residential and commercial customers. Just Energy is the parent company of Amigo Energy, Filter Group Inc., Hudson Energy, Interactive Energy Group, Tara Energy, and terrapass.
Amigo Energy is proud to be named again Best Electricity Company in Houston. The 2023 Best of the Best competition, presented by the Houston Chronicle, recognizes some of the city\xe2\x80\x99s best businesses as determined by community choice. Visit our website to learn more: www.justenergy.com
Job Summary: The Client Services Support (CSS) Analyst has a key role within the Commercial Account Management organization. The CSS Analyst is a subject matter expert that performs in a blended capacity across key functions of this advanced Client Services team. The Analyst is a subject matter expert for core technical functions of the Account Management business practice and is responsible for performance and execution of key business processes. The Analyst will also contribute to team training of assigned functions and will champion related business process improvement initiatives. As it relates to key processes, the analyst will also administer vendor relationships including process support, reporting, controls and will function as the communication interface to process stakeholders. The CCS Analyst is also proficient in all Commercial Account Management functions and will provide incremental capacity to customer facing functions as required to support team service level performance.
The CCS Analyst demonstrates a high degree of initiative and thought leadership anchored by a strong business acumen, technical proficiency and passion for service excellence and reliability. The CCS Analyst participates in team goals and incentive structure.
Functions:

• Business Process Administration, Subject Matter Expertise
• Vendor/JEBPO Management, Business Process Support and Reporting
• Customer Facing Client Services and other additional tasks assigned.

Responsibilities:

• Expert understanding of systems, processes and customer needs; key process subject matter expert for Account Management technical functions.
• Independently responsible for execution and performance of key business processes and transaction workflows supporting Account Management functions.
• Operates responsibly and consistently within a delegated level of authority; operates independently to recommend or drive effective resolutions that optimally serve customer and business needs.
• Able to generate reports, conduct analysis and manage long term customer relationships that may require non-standard activity.
• Operates with a high sense of urgency and demonstrates initiative to drive positive outcomes; effectively operates in the context of the full customer relationship.
• Ensures compliance in all aspects of performance and customer support; risk aware.
• Maintains proficiency in core Account Management functions; contributes to customer facing support functions within quality levels as required to support team service level performance.
• Proactively identifies situations that could escalate; skilled to de-escalate and/or to intervene in a course of action to mitigate or proactively resolve potential issues.
• Administers day-to-day relationship and processing functions of program support vendors
• Contributes to team training of technical work processes; supports improvement initiatives focused to drive customer value, service excellence and operational efficiency.

Requirements:

• Motivated, goal oriented, persistent and a skilled negotiator; strong sense of urgency
• Passionate for customer experience excellence; eager to drive business improvement
• High level of initiative and work well in a team environment
• Excellent written and oral communication skills
• Enjoys working with people; able to navigate different personalities and situations to effectively serve the human experience through transactional business interactions
• Plans and carries out responsibilities with minimal direction; a thought leader
• Consultative skills required to work with customers and brokers
• Proven Account Management skills to create, maintain and enhance customer relationships
• Minimum 2 years of prior Account Management experience
• Extremely detail oriented
• Technical competence

We offer:

• Hybrid/WFH Model
• Competitive compensation
• Comprehensive benefits package after 30 days of employment
• Retirement Plan with Company match opportunity
• Company paid Short-Term Disability and Life Insurance
• Employee discount opportunities
• Personal development resources
• Health and wellbeing tools and resources

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Primary Location : CA-ON-Mississauga
Work Locations : ON-Mississauga-Courtney Park 80 Courtney Park West Mississauga L5W 0B3
Job : Commercial
Organization : Canada
Schedule : Regular
Shift : Standard
Employee Status : Entry Level
Job Type : Full-time
Job Level : Day Job
Travel : No
Job Posting : Dec 1, 2023, 2:28:39 PM