What’s the role 

The Operations Analyst is responsible for all customer service functions, including but not limited to billing, monitoring, and communication with large and complex customers. The Operations Analyst is also responsible for training, testing, troubleshooting, reporting, and handling overflow responsibilities across the department. 

Reporting to the Billing Team Lead, this role requires a self-motivated, dedicated, and responsible individual with the ability to perform well under pressure. 

Accountabilities: 

• Responsible for accurate and timely processing of enrollment and billing transactions for large and complex customers as well as quality customer service via telephone and email communications  

• Responsible for any complex invoice including manual invoices outside of the billing system.   

• Training of new Retail Operations Analysts and existing Retail Operations Analysts when it relates to new processes and procedures  

• Works closely with the Director and Manager of Retail Operations for special and high priority projects as well as testing and troubleshooting system enhancements and new technology that will affect the day to day in the department  

• Responsible for pulling and analyzing weekly operations reporting and communicating to the team and management  

• Responsible for analyzing and troubleshooting customer questions and concerns including working with other departments to ensure the best customer service interaction possible  

• Responsible for backing up other analysts on the team as well as their responsibilities when necessary for all customer segments  

• Other duties as assigned  

What you bring  

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer 

• High School diploma required; some college preferred  

• At least 5 years back-office REP experience  

• Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards   

• Analytical mindset demonstrates ability to problem solve and create practical solutions to overcome problems and mitigate risks.  

• Comfortable working in a target-driven and fast-changing environment, and able to respond to changing business needs  

• Proficient use of Microsoft Office programs including Word, Outlook and strong Excel skills  

• Excellent analytical, organization and time management skills, with the ability to maintain a strict level of attention to detail  

• Ability to work well within a team environment and demonstrate a vested interest in team goals and objectives  

• Excellent interpersonal, verbal and written communication skills, with the ability to establish and maintain positive and effective working relationships  

• Self-motivated with the desire to consistently improve performance and gain further knowledge  

• Ability to meet deadlines, learn quickly and demonstrate effective problem solving and follow-up skills  

What we offer 

The base salary range for this position is $80,000 - $120,000 per year.  As pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.  

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. 

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. 

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. 

• Progress as a person as we work on the energy transition together 

• Continuously grow the transferable skills you need to get ahead 

• Work at the forefront of technology, trends, and practices 

• Collaborate with experienced colleagues with unique expertise 

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself 

• Benefit from flexible working hours, and the possibility of remote/mobile working 

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. 

• Take advantage of paid parental leave, including for non-birthing parents 

• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply 

• Grow as you progress through diverse career opportunities in national and international teams 

• Gain access to a wide range of training and development programs 

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.  

Shell in The United States