Tundra Technical Solution Customer Research Analyst Contract in Calgary, AB

Overview

Tundra Technical Solution

Branch Calgary AB CA

Position:
Customer Research Analyst
Location:
Calgary, AB

Final resolution and instructions to resolve the billing for the sites will be provided to the service provider in order for the customer billings to be…

***6 Month with possible Extension***

The Customer Research Analyst will work as part of the Alberta Market SWAT initiative. The Customer Research Analyst is responsible for researching the responsible customers for sites where charges for commodities, transmission and distribution are accumulating but there is no customer in account for the site. The Analyst will undertake research and analysis using a variety of methods to identify the customers that should be in account. The Analyst will make contact with potential customers through outbound calling to confirm ownership and/or occupancy and to explain the reason for the bill. Final resolution and instructions to resolve the billing for the sites will be provided to the service provider in order for the customer billings to be completed. The Analyst will maintain a detailed tracking system of all the sites that are researched and may be asked to audit calls and bills. The individual will work as part of the Operations team, however, will work directly with the Commercial, Finance, Settlements and Regulatory teams on a regular basis to ensure success of the project.

Accountabilities

• Research potential customers using a variety of tools such as – Google, Alberta Land Titles Search (SPIN2), 411, SAP.
• Review customer accounts in the billing system and customer or site records to understand the site history.
• Make outbound calls to customers to confirm ownership and/or occupancy and provide a fulsome explanation of where the responsibility for the charges lie.
• Maintain accurate tracking of progress in the tracking tool.
• Maintain record of potential improvements or enhancements for the ongoing process for identifying unknown customers.
• Audit calls and corrected bills and follow up with the third party service provider resources to make appropriate corrections to bills.
• Record the recommended resolution for the site and provide the required actions to the third party service provider in the standard format.
• Escalate and prioritize potential customer complaint issues, as required.
• Provide reporting on progress as needed.

Skills & Qualifications:

• Advanced research and customer service skills
• Superior technical and analytical skills including expertise in Excel
• Ability to work independently with minimal direction
• Ability to direct own workload in order to achieve required results
• Demonstrated problem solving skills with a high level of attention to detail
• Excellent communication skills (written and verbal)
• Ability to excel in a fast paced, changing environment; effectively managing multiple activities and meeting deadlines
• Previous experience in a customer service or related industry an asset
• Preference for candidates with experience within the energy industry, ideally in customer operations, finance, compliance or regulatory affairs

Job Type: Contract

Local candidates only:

• Calgary, AB

Required experience:

• Advanced research and customer service skills: 3 years