We are looking for an experienced Billing Specialist to join our team. Reporting to Head of Customer Operations, you will be the first point of contact for any billing queries.You will be responsible for ensuring the delivery of exceptional customer satisfaction through prompt billing exception resolution, delivery of compliant, timely & accurate bills, payments allocations, and records maintenance.About FloHi, we're Flo, and we are on a mission to switch as many people and businesses as possible to clean, renewable energy.We invest in smart technology to reduce our operating costs and pass the savings to our members. We are pushing boundaries and breaking conventions of the traditional electricity retailer. To do so, we are looking for like-minded people who share our passion for technology and sustainability. You might be the one we are looking for!What you will be doing:This position is perfect for an ambitious professional who enjoys a fast-paced working environment whilst having a keen eye for detail, is able to resolve issues in a timely manner and is able to work both autonomously, and within a team to provide both internal and external customers with excellent service and support.As the Billing Specialist you will:Manage the end-to-end billing function, electricity & gas, resolving billing exceptions within internal service levels (quality and efficiency).Perform bill checks for accuracy, ensuring adherence to agreements, pricing, and billing T&C's.Provide expert subject matter advice to the business or project teams, analysing and responding to complex customer and stakeholder enquiries and complaints received over the phone, email or other mediums.Assist with developing and maintaining processes and supporting standard operating procedures for the billing function, performing regular audits and reconciliations of customer accounts and payments received; identifying and rectifying any discrepancies or errors.Run regular operational reporting as required.Stay updated on industry regulations and billing best practices to ensure compliance and mitigate risk.Identify improvements to existing business processes and systems and assist in the development of acceptable solutions to improve the level of customer service and performance of customer operations.Manage any special projects allocated by the leadership team, including UAT of system upgrades/bugs and new software.Have the ability to work in (and with) a fast-paced environment and be flexible to work with fluctuating operational demands.You will be a good candidate if you have:Retail energy market experience with a demonstrated understanding of tariffs and billing practices.Sharp and effective decision-making skills to manage technical workload, and a high attention to detail.Able to multi-task and problem-solve in a fast-paced environment, maintaining excellent attention to detail when dealing with high volumes of data/enquiries.Demonstrated organisation and time management skills.Advanced knowledge in Excel and the ability to run reports.Demonstrated desire and interest in helping stakeholders create positive customer outcomes and maintaining strong relationships.Ability to resolve conflict and negotiate good business and customer outcomes.Demonstrated ability to both work as a team player and independently with a number of diverse stakeholders.Excellent problem-solving and decision-making abilities.Strong time & task management to meet customer deadlines.Extra points if you:Are tech-savvy, with an interest in leveraging technology to enhance operational efficiency and sustainability.Have experience in commercial and embedded network billing.Culture and benefits:An exciting start-up position where you can make an impact.Get involved in product development and regional expansion from the ground up to chart the future of Flo.A lot of freedom and an essential role in the Customer Operations Team.Work in an open-minded and dynamic environment.Five weeks annual leave and great work-life balance.Equal Opportunity Employer StatementWe are committed to building diverse teams and creating an inclusive workplace that enables all our employees to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation. We are dedicated to creating a work environment where everyone is treated with respect and dignity, and where all employees have the opportunity to reach their full potential. We believe each individual's uniqueness is invaluable and helps make our company better.Join a fast-growing electricity retailer that's making renewable energy accessible for all.We are looking for growth-minded people who share our values and beliefs. We would love to hear from you, even if you feel unsure about meeting every requirement listed above.
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