Program & Account Specialist

Job Summary
The Program & Account Specialist plays a key role in supporting customer programs by coordinating with participating suppliers, managing onboarding, communication, and ongoing program support. This position also manages daily gas measurement activities, ensures billing accuracy, and maintains compliance with regulatory requirements. The Specialist monitors data integrity, validates usage, and resolves exceptions to support accurate and timely billing. They collaborate with IT and internal teams to troubleshoot system issues and ensure operational continuity. Additionally, the role provides direct customer support, handles complaint resolution, and contributes to process improvements and regulatory activities to promote efficient, compliant, and customer-focused operations.

Essential Functions

• Support strategic goals for customer programs and perform daily billing activities, including data validation, usage analysis, and exception resolution.
• Maintain and verify meter reading data; apply corrections or estimates as needed to ensure billing accuracy and continuity.
• Monitor and process system-generated reports; analyze customer usage patterns, billing factors, and revenue impacts. Ensure daily operational metrics are met.
• Collaborate with IT to support the functionality and accuracy of measurement and billing systems, and evaluate system or process changes to meet operational and regulatory needs.
• Manage third-party billing and vendor-related issue resolution to ensure service standards are met.
• Prepare and manage contracts, agreements, reports, and regulatory documentation in compliance with policies and tariffs.
• Participate in regulatory activities, including rate case support, documentation preparation, and collaborative efforts.
• Maintain organized records and ensure compliance with retention schedules and regulatory requirements.
• Investigate and resolve inquiries, billing issues, service concerns, and customer complaints; manage complaint resolution processes to ensure timely follow-up, root cause analysis, and continuous improvement.
• Support and coordinate with participating suppliers, including onboarding, training, and ongoing program support.
• Identify and contribute to process improvement initiatives; participate in projects, meetings, and initiatives aligned with program goals; engage in cross-training and team collaboration to support flexibility and knowledge sharing.
• Adapt to shifting priorities, demonstrate accountability for work quality, and maintain current knowledge of industry practices, systems, and regulatory requirements.

Required Qualifications For Position

• Bachelor's Degree or equivalent experience, with 3+ years in billing, program operations, or customer account management
• Experience performing daily billing activities, including data validation, usage analysis, and meter data verification with corrections or estimates as needed
• Experience managing third-party billing and resolving vendor-related issues
• Experience supporting rate case activities and maintaining organized records
• Proficiency in monitoring system-generated reports and ensuring billing accuracy, with strong analytical skills to evaluate customer usage patterns and revenue impacts High
• Familiarity with billing systems and data management tools High
• Ability to collaborate with IT and other departments to support system functionality and improvements High
• Knowledge of regulatory requirements, tariffs, and compliance documentation, with experience preparing and managing contracts, reports, and regulatory filings High
• Strong customer service skills with the ability to resolve inquiries, complaints, and service issues, and coordinate with suppliers for onboarding and training High
• Ability to identify and contribute to process improvement initiatives; engage in cross-training and team collaboration; adapt to shifting priorities while maintaining strong organizational and time management skills High
• Commitment to continuous learning, attention to detail, accountability for work quality, and alignment with business objectives High
• Proficiency in Microsoft Office and systems such as GTS, Aviator, FlowCal, and DIS/GAS/CIS, with strong organizational and time management skills. Low
• Knowledge of state and federal regulatory processes. Low
• Ability to manage multiple priorities in a fast-paced environment Low

Preferred Additional Qualifications for Position

• Experience with gas transportation, gas measurement, third party and Choice/SCO programs.

Physical Demands


The preceding description is not designed to be a complete list of all duties and responsibilities required of the posi