Customer Care & Billing Analyst

Division: Customer Operations, Electricity Division

Location: Edmonton, AB

Why Work here:

Looking to make a real impact behind the scenes? We’re hiring a Customer Care & Billing Analyst. You will be responsible for supporting the delivery of regulatory compliance and exceptional customer experience. The Customer Care & Billing Analyst contributes to overall operational success by executing key processes, identifying opportunities for improvement, and ensuring service quality and accuracy within Billing Operations and many field attributes.

The Customer Care & Billing Analyst role involves preparing training materials, assisting with rate design and rate change processes, and supporting quality assurance activities to ensure alignment with regulatory requirements and customer care standards. Key responsibilities include monitoring and analyzing processes to identify gaps, trends, and potential risks; generating and maintaining reports; and supporting continuous improvement initiatives

You play a critical role in driving process efficiency, maintaining data integrity, and enhancing both customer outcomes and internal operations through proactive analysis and collaboration.

What You’ll Do:

• Manage rate design and rate change initiatives, ensuring accuracy, alignment with regulatory requirements, and effective implementation within operational processes.
• Optimize and streamline operations within the department by identifying inefficiencies, reducing process gaps, and implementing improvements that enhance overall performance, accuracy, and regulatory compliance.
• Develop, analyze, and deliver reports and insights to operations, regulatory, and senior leadership, ensuring information is timely, accurate, and supports informed business decision-making.
• Lead forecasting and workload analysis activities, including ownership of department metrics and Key Performance Indicators (KPIs), to proactively identify trends, risks, and capacity needs.
• Apply strong project management practices to support the successful implementation of new technologies, system enhancements, and process improvements, ensuring initiatives are delivered on time and aligned with business objectives.
• Continuously evaluate and improve existing processes, ensuring they are efficient, effective, and accurately documented. Identify root causes of operational issues and implement strategic, sustainable solutions.
• Drive process documentation excellence by ensuring all procedures are current, clearly defined, and consistently followed, supporting audit readiness and operational consistency.
• Identify training gaps and partner with stakeholders to design, develop, and maintain training materials and knowledge repositories that support onboarding, ongoing learning, and team effectiveness.
• Respond to internal and external customer inquiries and issues with a focus on accuracy, timeliness, and customer experience, while identifying opportunities to improve processes based on recurring themes.
• Provide support to Back Office & Billing functions as required, contributing to team success, operational continuity, and cross-functional alignment.

What You’ll Bring:

• A bachelor’s degree in business management, Information Technology or a Business Administration diploma. An equivalent combination of education and experience appropriate for this position may be considered.
• Certification as a Business Analysis Professional (CBAP) or certification through the Project Management Institute as a Professional Business Analyst (PMI-PBA) would be an asset.
• Minimum 3 years of related experience, preferably in a utility environment as business analyst, data analyst, or similar.
• Consultative approach to internal-management relationships.
• Ability to compile, analyze, and report information accurately in a timely and meaningful manner.
• Excellent communications skills, written and verbal, assisting in the writing of reporting documents for internal management and external customer care inquiries, and facilitating operational meetings.
• Excellent organizational and multi-tasking skills.
• The ability to work under tight deadlines, responding to inquiries and requests in a timely manner.
• The ability to recognize gaps and opportunities within the organization, functional interdependencies, and cross-silo redundancies.
• Excellent interpersonal, relationship-building, analytical and problem-solving skills.
• Ability to interpret regulations, policies, and procedures.
• Proficiency in the Microsoft Office 365 Suite.

What We Offer:

• A culture based on caring, integrity, agility, collaboration, and striving for excellence.
• Competitive compensation
• Flex benefits
• Tuition assistance program
• Training and mentorship programs
• Charitable donation matching.

“Agility is fundamentally crucial to our success”

We appreciate all applications; however, only those selected for an interview will be contacted. Selected candidates may need to undergo criminal, education, and employment background checks, as well as additional skills assessments relevant to the position.

ATCO Energy Systems is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com*.*

ATCO is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law. Visit our website for more information.

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