Analyst, Data & Reporting

Overview:

COMPANY OVERVIEW

As the nation's largest producer of clean, carbon-free energy, Constellation is a company purposely-built to meet the challenges of the climate crisis. Constellation has been the leader in clean energy production for more than a decade and we are growing our company and capabilities. Now, we're accelerating, speeding our low-carbon or no-carbon power to more people in more places, day and night, providing our customers and communities with options to buy, manage and use energy as part of their decarbonization mission. The race is on to confront the climate crisis and Constellation is ready to meet the challenge. Come join us as we lead energy, together.

TOTAL REWARDS

Constellation offers a wide range of benefits and rewards, designed to help our employees thrive professionally and personally. In addition to highly competitive salaries, we offer a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including a robust wellness program; paid time off for vacation, holidays and sick days; and much more.

Expected salary range of $68,400 to $76,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).

Responsibilities:

LOCATION

This role offers hybrid flexibility and is based out of our Baltimore, MD Headquarters. As a hybrid role, an in-office presence will be required bi-weekly, for in-person meetings and collaboration as requested by leadership.

PRIMARY PURPOSE OF POSITION

This full-time, key position reports directly to the Manager, Partner Contact Management and is responsible for compiling and distributing call center KPI Scorecards and analyzing customer feedback. Managing work queues, providing feedback to agents based on data collected. In addition, this position is responsible for making recommendations and improvement based on data and report analysis.

PRIMARY DUTIES AND ACCOUNTABILITIES

- Critical Reporting: Create, track and maintain critical, multiple, operational reports for the Customer Care team on a scheduled and ad hoc basis (30%)

- Customer Satisfaction:

- Assign customer feedback from surveys to ensure customer satisfaction goals are met. Review feedback and provide suggestions for process improvements (30%)

- Service Ticket Management: Monitor service tickets created and assigned to Care, follow up with responsible parties and provide daily status report (30%)

- Continuous Improvement: Provide insights and make recommendations for improvements based on data and report analysis (5%)

- Reports and Presentations: Prepare Leadership level reports and presentations on customer trends, impacts and other ad hoc needs (5%)

POSITION SCOPE

Level of independence, decision-making authority or strategic planning accountability: Medium - Analyzes data and workflow situations without supervision and determines course of action or remediation for complex service scenarios

Internal and external contact relationships: Key external contacts include Constellation Vendors. Key internal contacts include the Leadership Team, Retail Sales, Federal and State Regulatory and Policy Groups, Customer Care, Contract Administration, Billing, Pricing, Forecasting and Legal.

POSITION SPECIFICATIONS

Minimum Qualifications:

- Bachelor’s degree or 2+ years in equivalent business experience

- Ability to obtain and analyze data without supervision and reason through complex scenarios to recommend course of action or remediation through various methods, including data visualization

- Proficient with Microsoft Office applications (Word, Excel, PowerPoint and Access)

- Ability to communicate effectively and professionally with internal and external parties at all levels within the organization

- Effectively communicate with, develop and maintain strong cross functional relationships

Preferred Qualifications:

- Bachelor’s degree

- Prior experience in the retail energy industry and/or regulated energy industry

- Prior experience in using CRM

- Prior experience building reports and providing data insights for call centers, highly preferred

- Advanced Excel skills, including VBA or Macros, a plus

- Experience building reports or queries in SQL or Power BI, a plus

- Experience with Amazon Web Services (AWS) reporting, a huge plus!