Lead Analyst - Customer Service

Lead Analyst - Customer Service Quality

Reporting to Manger - Customer Relations Center

Location: Kirkwood, NY

Work Type: Office

The base salary range for this position is dependent upon experience and location, ranging from $77,000 to $97,000 plus bonus

Job Summary:

Leads work that supports customer service, metering and billing including OpCos T&D service, energy suppliers, special contracts and non-electric services. Accountable for accuracy and timeliness of billing as well as monthly reporting, the closing of revenue dollars to corporate records; ensuring the accounting accuracy of reports, bills and journal entries; account reconciliation and assumes responsibility for resolving any billing or reporting problems or issues as they arise. Coordinates the implementation of system changes and assists with the development of new business processes including major/critical projects. Strong desire to satisfy the customer. Reports for duty in storm situations.

Key Responsibilities:

- Completes data collection and analysis to form conclusions that drive decision-making. Duties include, but are not limited to: (40% P)

- Design and implementation of data collection (survey designs, database structures)

- Data manipulation and presentation (statistics, tables, graphs)

- Data analysis (statistics, tests for correlation, significance, trends)

- Reporting on key performance metrics

- Oversee and assist with major/critical projects. Coordinates the implementation of system changes and assist with the development of new processes. Activities may include but are not limited to: Development of new processes t, rates testing and implementation, billing design, special contracts, department and company audits, business and system interfaces to other work processes. Identifies and resolves system problems including major billing problems. (20% P)

- Manages vendors for: (15% P)

- on-time, on-budget delivery of products and services; and to

- monitor and measure all service level agreements.

- Coordinates and leads the work activities of teams who support customer service processes and ensure adherence to operational policies and procedures. Uses knowledge/skill with data sources, databases and analysis tools to provide analysis to the organization to driver performance. (10% S)

- Supports the development of strategy and plans to achieve key corporate objectives. (10% S)

- Ensures accounts receivable activity is processed, reconciled and closed within the preset timeframe. Resolves any related issues. Maintains process documentation and ensures effective and consistent compliance with internal controls. (5% S)

Qualifcations:

- Associates Degree with a minimum of 5 years relevant experience required.

- Experience with customer service policies, practices, filed rate tariffs, accounting principles.

- Advanced knowledge with the use of Microsoft Office Excel, Access, Power Point.

- Bachelors Degree with a minimum of 3 years relevant experience preferred.

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Company:

NY STATE ELECTRIC & GAS CORP

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at

careers@avangrid.com

.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.

Job Posting End Date:

September-8-2025