Analyst, Customer Service Support Operations

Overview

Under the general supervision of the department Manager, the Analyst provides technical and analytical support related to all computer systems and platforms. Candidate will be responsible for assisting in the monitoring of all customer accounts. Candidate will also be expected to initiate, develop, and implement new and creative approaches to improve process. Team participates in the evaluation, testing, and integration of new data analytics products and services.

Responsibilities Core Responsibilities

- Responsible for maintaining and updating all delegated reports for internal and external use.

- Responsible for the development and maintenance of computer system operating procedures for the department.

- Prepares reports for use by all departmental and executive staff regarding.

- Assist in the development and deployment of all new initiatives utilizing data analytics and dashboards.

- Commitment to the Way We Work Principles and adhere to the Companys Standards of Business Conduct and other Company procedures including Environmental, Health and Safety, Equal Employment Opportunity, and security.

- Ensures implementation of company safety, health, and environmental programs for all employees in the group. Follow all approved company policies and procedures.

- Maintain databases, spreadsheets, graphs and other tools to enhance strategies as directed

- Assist in the preparation month-end reports, status updates for monthly departmental progress report, KPI goals, and other regulatory reports as required.

- Participate in the Companys Storm Plan as assigned by your Manager and department.

- Perform other assigned tasks as assigned by the department Manager.

- Develop, implement, and revise reports required by all regulatory agencies as directed by the department Manager.

Qualifications

Required Education/Experience

- Bachelor's Degree and Minimum 2 years Related work experience or equivalent technical background in customer service, collections, or data analytics. or

- Associate's Degree and 4-5 years Related work experience or equivalent technical background in customer service, collections, or data analytics. or

- High School Diploma/GED and 6+ years Related work experience or equivalent technical background in customer service, collections, or data analytics.

Relevant Work Experience

- Must have strong analytical problem solving skills, required.

- Must be well organized, detail oriented, ability to handle multiple assignments and meet deadlines, required.

- Must have strong Microsoft Office skills to include Microsoft Word, Excel and Power Point, required.

- Must have excellent oral and written communications skills, required.

- Demonstrated working knowledge of company systems such as CC&B, Data Analytics platforms, Oracle, preferred.

- Knowledge of utility methods and analytics, preferred.

- Work or experience in customer service andor customer accounting areas, preferred.

Licenses and Certifications

- Driver's License Required

Additional Physical Demands

- The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

- Must be able and willing to travel within Company service territory, as needed.