Salesforce Admin

The primary objective of this role is to serve as a Subject Matter Expert (SME) in daily operations for assigned retail natural gas markets across multiple states. You will master standard operating procedures, system processes, and regulatory requirements for each market. Your responsibilities include monitoring, identifying, and resolving billing and customer communication exceptions, ensuring compliance and timely correction of system issues. You will also lead User Acceptance Testing for system enhancements and defects, working closely with various teams to ensure shared understanding of system changes and their impacts., * Align closely with Regulatory, Legal, and Marketing to support Expanded Market letter requirements and perform quarterly audits to ensure compliance.

• Monitor billing and error handling for Expanded Markets, resolving issues proactively using SQL queries.
• Support User Acceptance Testing (UAT) efforts for the Expanded Markets billing system.
• Support pricing and promo code setup, researching and correcting any issues promptly.
• Perform letter audits to ensure content, layout, mailing timelines, and state regulations are met.
• Review daily system-generated reports to ensure IT functions are working as designed.
• Participate as an SME in Expanded Markets projects, collaborating on requirements gathering, design, testing, and implementation.
• Support Consumer Relations and Customer Care teams by investigating billing or letter concerns.
• Serve as a reporting liaison for Expanded Markets System reporting and data requests.
• Ensure Standard Operating Procedures (SOP) are up to date, reflecting system enhancements and project implementations.
• Identify root causes for billing errors and exceptions.
• Manage print vendor relationships for Customer Operations.
• Liaise with the Marketing Team to coordinate rate updates, monthly billing, promo code updates, and pricing requests.
• Work with personnel to develop and launch new customer operations processes and improvements.
• Liaise with vendors and business owners to gather and document requirements for operational changes.
• Gather and analyze data to identify and implement new processes and improvements in billing and Customer Service Support operations.
• Create project plans with controls, milestones, and checkpoints for system implementation projects., Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools. Related Jobs Systems/business Analyst Actalent

Atlanta, GA*On-Site

Writing Billing Auditing Marketing Timelines Visionary Operations Leadership Innovation Natural Gas Microsoft Word Microsoft Excel Problem Solving Microsoft Visio Customer Service Microsoft Access Microsoft Project State Regulations Project Management Acceptance Testing Exception Handling Microsoft PowerPoint Business-To-Consumer System Implementation Artificial Intelligence Relationship Management Requirements Elicitation SQL (Programming Language) Engineering Design Process Standard Operating Procedure User Acceptance Testing (UAT) Consumer Relationship Systems Vendor Relationship Management Milestones (Project Management) Customer Communications Management +0

Billing, Auditing Marketing Timelines Visionary Operations Leadership Innovation Natural Gas Microsoft Word Microsoft Excel Problem Solving Microsoft Visio Customer Service Microsoft Access Microsoft Project State Regulations Project Management Acceptance Testing Exception Handling Microsoft PowerPoint Business-To-Consumer System Implementation Artificial Intelligence Relationship Management Requirements Elicitation SQL (Programming Language) Engineering Design Process Standard Operating Procedure User Acceptance Testing (UAT) Consumer Relationship Systems Vendor Relationship Management Milestones (Project Management) Customer Communications Management, * 5+ years of experience in consumer services, billing, system operations, or business to consumer (B2C).

• Ability to work independently under moderate supervision and effectively as a team player.
• Exceptional verbal and written communication skills.
• Strong relationship management skills.
• Strong organizational and problem-solving skills.
• Strong project management skills.
• Ability to coordinate and manage multiple tasks with sensitive timelines.
• Ability to perform metrics creation, implementation, tracking, and reporting.
• Ability to conduct trending and analysis to identify root causes and possible solutions.
• Proficiency in Microsoft Office Word, Excel, PowerPoint, and SQL., * Bachelor’s degree or 5+ years of applicable experience.
• Retail utility experience or related field (consumer services billing)
• Natural Gas Marketer/Supplier experience.
• Strong knowledge of Microsoft Office Project, Visio, and Access.
• Advanced database knowledge, including developing and executing SQL statements.

Work Environment

Office environment with a hybrid schedule, requiring on-site presence 4 days per week, subject to change based on business needs. Job Type & Location, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Equities Economics Energetic Leadership Management Innovation Forecasting Market Data Multitasking Risk Analysis Decision Making Ancient History Business Process Budget Development Strategic Planning Business Operations Organizational Skills

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