Retail Electric Provider Operations Support

Department/Division: Trading & Marketing

Location: Houston, TX

Reports Directly To: VP - Power Trading

FLSA Status: Non-Exempt

SUMMARY:

We are seeking a detail-oriented and proactive Operations Support Specialist to join our Retail Electric Provider team. This role is essential in ensuring seamless operations, enhancing customer experience, and supporting various operational processes within the organization.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• Assist in the daily operations of retail electric services, including billing, customer inquiries, and service requests.
• Monitor and resolve operational issues, ensuring timely and accurate responses.
• Provide exceptional support to customers via phone, email, and chat, addressing inquiries related to billing, service plans, and account management.
• Collaborate with the customer service team to develop and improve processes for customer engagement.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Analyze operational data to identify trends, issues, and areas for improvement.
• Ensure compliance with regulatory requirements and company policies.
• Participate in quality assurance activities, including reviewing customer interactions and identifying areas for improvement.
• Work closely with sales, marketing, and IT teams to support operational initiatives and project implementations.
• Assist in training new staff on operational processes and customer service protocols.
• Generate and analyze reports on operational performance metrics and customer feedback.
• Provide recommendations for process enhancements based on data analysis.
• Assist with other Risk Management activities as needed.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong analytical skills with proficiency in data analysis tools (Excel, CRM software).
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Knowledge of energy markets and regulatory requirements is a plus.

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Business Administration, Mathematics, Operations Management, or a related field (preferred).
• Previous experience in customer service or operations support, preferably in the utility or retail energy sector.

LANGUAGE SKILLS:

• Fluent verbal and written skills in English.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. Physical demands include:

• Prolonged periods of sitting and may need to routinely move around to communicate with different groups

Benefits & Perks

• Medical, Dental, Vision benefits
• 401K and Company Match
• Tuition Reimbursement
• Generous PTO Policy
• Breakroom Snacks / Beverages

Position Competencies

1. Analytical Skills
2. Attention to Detail
3. Attitude
4. Communication
5. Coordination
6. Problem Solving
7. Teamwork & Cooperation

Disclaimer:

This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their leader, subject to reasonable accommodation.

MEMS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.