Customer Service Business Analyst I

Job ID: 6395

Functional Area: Customer Service

Position Type: Full-Time Regular

Relocation Provided: No

Location: Topeka, KS

Department: CUSTOMER SVC

Internal / External: Internal

Experience Required: 1 - 3 Years

Position Description:

PLEASE NOTE: This will have a hybrid work schedule with at least two days in office per week(subject to change). This posting will close on June 24th.

Role Summary: Partner with the Credit & Collections Manager to be a subject matter expert over Kansas Gas Service credit and collections processes.

What You Will Do

Perform entry-level analysis on activities related to the contact centers or business office groups within the Customer Service Department.

Help prepare and maintain financial spreadsheets and reports such as:

Support business analysis to aid management in business decisions and to drive improved performance using performance scorecards, agent statistics, key performance indicators, customer accounts etc.

Participate in business or vendor process implementation, problem resolution, testing, and training support.

Participate in compliance monitoring by reviewing information and conducting internal compliance audits.

Compile data and assist with data mining related to performance statistics, forecasting, budget planning, or other information related to processes or projects using systems such as Banner, CRM Dynamics, Power BI, DebtNext, LexisNexis, Accurint, Community, or PACER.

Assist with data analysis and reporting using BI databases.

Perform duties to assist the vendor as a backup for senior business analysts.

Monitor and provide reports on the number of survey complaints contacted by Contact Center Supervisors to ensure customer complaints are addressed.

Assist with customer feedback survey reviews to identify customer pain points, successes, and trends related to escalated complaints and web cases.

Regular and reliable attendance is required in the performance of the job.

Employee may be required to perform additional duties as requested.

What You Will Need

Preferred Bachelor's Degree Business administration, math, statistics, related field, or an equivalent combination of formal education and the following job-related experience:

Demonstrated ability to complete projects on time while ensuring attention to detail to ensure accuracy.

Demonstrated ability to organize and prioritize tasks.

Working knowledge of data compilation and extraction tools.

Working knowledge of math and algebraic applications to use data for meaningful analysis.

Demonstrated ability to research and validate data to prepare reports, presentations, or other documentation.

Knowledge of customer service functions, policies, and procedures.

Demonstrated proficiency in Microsoft Office and ability to use Excel at an intermediate level.

Demonstrated ability to work together as a team or individually on guided projects.

Demonstrated ability to read and write fluently in English.

Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.

ONE Gas has great benefits! Here are just a few:

Position Requirements:

The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.