Job Description

Title: Transaction Support Analyst

Duration: 12 Months

Client: SouthStar Energy Services

Location: 30 Ivan Allen Jr Blvd, NW, Atlanta GA, 30308

Job Summary

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. Responsibilities include mastering standard

operating procedures, system processes, and regulatory requirements for each market. The incumbent

will lead efforts to monitor, identify, and resolve billing and customer communication exceptions,

ensuring compliance and timely correction of system issues.

This position acts as the owner of User Acceptance Testing for system enhancements and defects,

collaborating closely with Regulatory, Legal, Customer Operations, IT Support, and Marketing teams to

ensure shared understanding of system changes and their impacts prior to release. Additional duties

include supporting monthly pricing processes, verifying accurate implementation of pricing and

promotion codes, and recommending process improvements.

The role requires the ability to analyze system concerns using SQL queries, quantify issues, and propose

system enhancements. A strong aptitude for learning and recommending AI tools to improve

operational efficiency is essential.

Job Responsibilities

Functional Expertise:

 Aligns closely with Regulatory, Legal and Marketing to support all Expanded Market letter

requirements while also performing a quarterly audit that ensures all letter content, setup and

state requirements are met.

 Monitors billing and error handling for the Expanded Markets; proactively resolving any billing

or error issues by running SQL queries and determining the extent of the issue.

 Supports UAT Testing efforts for the Expanded Markets billing system.

 Supports all pricing and promo code set up in the Expanded Markets while also ensuring that

any issues with pricing or promo codes are actively researched and corrected as soon as

possible.

 Performs a letter audit to ensure that content, layout, mailing timelines as well as all state

regulations are being met.

 Reviews daily system generated reports to ensure that all applicable IT functions are working as

designed.

 Participates as a SME in Expanded Markets projects by working with the Project Managers in

requirements gathering, design, testing and implementation of system enhancement projects.

 Supports the Consumer Relations and Customer Care teams by investigating any billing or letter

concerns.

 Serves as reporting liaison for the Expanded Markets System reporting and data requests.

Business Acumen:

 Ensures that all SOP (Standard Operating Procedures) are kept up to date by continuously

reviewing content and making updates based on system enhancements and project

implementations.

 Identifies root causes for billing errors and exceptions.

 Manages the print vendor relationships for Customer Operations.

Engagement:

 Liaises with the Marketing Team to coordinate rate updates, monthly billing, promo code

updates and any pricing update requests.

 Works with SouthStar personnel to develop and launch new customer operations processes and

process improvements.

 Liaises with Vendor and LDC personnel and SouthStar business owners to gather and document

requirements for operational changes in the Expanded Markets.

 Liaises with SouthStar business owners to gather and document requirements for deploying

system enhancements in the Expanded Markets.

 Works with SouthStar personnel to develop and launch new customer operations processes and

process improvements.

 Liaises with marketing team to ensure all promotion codes are set up in applicable systems

timely and accurately.

 Supports the SouthStar Customer Service Support rewards and recognition program.

Driving Results:

 Gathers and analyzes data from multiple sources to identify and implement new processes and

process improvements in billing and Customer Service Support operations for the Expanded

Markets.

 Creates project plans with controls, milestones and checkpoints for system implementation

projects.

Qualifications

Education, Certifications/Licenses:

Required:

 Bachelor’s degree or 5+ years of applicable experience

Related Work Experience:

Required:

 5+ years of experience in consumer services, billing, system operations, or business to consumer

(B2C)

Preferred:

 Retail utility experience

 Natural Gas Marketer/Supplier experience

Specific Skills & Knowledge:

Required:

 Ability to work independently under moderate supervision; ability to also operate effectively as

a team player, even if located remotely

 Exceptional verbal and written communication skills; ability to communicate positively and

professionally with customers, coworkers and vendors

 Strong relationship management skills

 Strong organizational and problem resolution skills

 Strong project management skills

 Ability to coordinate and manage multiple tasks with sensitive timelines

 Ability to perform metrics creation, implementation, tracking and reporting for operational

departments

 Ability to conduct trending and analysis to identify root causes and possible solutions

 Computer literate; strong knowledge of Microsoft Office, Outlook, Word, Excel, PowerPoint, SQL

Preferred:

 Strong knowledge of Teams and Copilot

 Advanced database knowledge (e.g. developing and executing SQL statements, importing data,

etc.)

Working Conditions/Physical Requirements:

 The incumbent works in an office environment, with a hybrid schedule, on-site 4 days per week

and subject to change per business needs.