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 position.

As a public utility, NiSource provides essential services to customers 24/7. Emergency needs can arise at various times throughout the year, including during storm season. Employees may be required to support emergency response efforts, which could include working outside normal hours or assisting with tasks outside of typical responsibilities.

Work Authorization

Candidates must be legally authorized to work in the United States and must not require employer sponsorship now or in the future.

Workplace Connection
We value a workplace where everyone feels respected, included, and able to do their best work. We encourage open dialogue, value different perspectives, and work collaboratively with employees, customers, and partners.

We recognize and respect the unique experiences people bring, including different backgrounds, cultures, and viewpoints. We treat others with professionalism and care, and we each play a part in creating a positive work environment.

Veteran Hiring & Inclusion

NiSource is proud to support veterans, transitioning service members, and military spouses. We value the leadership, teamwork, and mission-focused experience the military community brings, and we are committed to providing an inclusive workplace with opportunities for professional growth and development.

Equal Employment Opportunity 
NiSource is committed to providing equal employment opportunities in each of its companies to all employees and applicants for employment without regard to race, color, religion, national origin or ancestry, veteran status, disability, gender, age, marital status, sexual orientation, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), genetic information, citizenship status, or any protected group status as defined by law. Each employee is expected to abide by this principle.

By applying, you may also be considered for other roles that match your skills and experience.

ADA Accommodations

If you need a reasonable accommodation to participate in any stage of the hiring process or to perform the essential functions of the position, please contact OneHR at [email protected] or 1-888-640-3320

Safety Statement
Safety is a core value at NiSource. Employees are expected to follow safety requirements, report hazards, and help maintain a safe environment for themselves and their coworkers.

E-Verify

NiSource participates in the U.S. Department of Homeland Security's E-Verify program. Please review the following notices regarding your rights and responsibilities under U.S. law.

• E-Verify Poster (English and Spanish)
• Right to Work Poster (English and Spanish)

Salary Range*:

*The salary offered to a candidate is based on several factors including but not limited to the candidate’s skills, job-related knowledge, and relevant experience, as well as internal pay equity.

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