CUSTOMER ACCOUNT ANALYST

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SUMMARY OF RESPONSIBILITIES: This class is responsible for developing and executing process improvement associated with multiple systems within the Customer Care Division. Responsibilities include, but are not limited to, assessing business processes, analyzing system components for potential deficiencies/improvements, conducting work process audits, serving as liaison for technical support, serving as liaison for functional support enterprise-wide in developing and executing process improvements, participating in user group studies, assisting management in identifying opportunities to operate more efficiently and effectively; assisting in developing/updating training manual and audit quality assurance strategies to ensure delivery of world-class service; working with staff, consultants and vendors to design/develop/implement processes required to support optimal usage of complex system applications; supporting IS upgrades/patches as needed by providing training/testing/updating of data, and communicating information to users; providing training for entry level to intermediate skilled personnel, evaluating/monitoring/coaching to ensure customer service quality, providing regular feedback to representatives regarding customer needs and development of customer-centric skills; collecting, analyzing and communicating statistical data, resolving complex customer issues, completing ToDo's, utilizing reports to ensure accurate billing and collection of funds; processing and delivering design documents to the appropriate PWC Departments, maintaining records/ensuring proper record retention, assisting with clean-up projects. Operating under direct supervision of a designated Supervisor, work is performed in accordance with policies and procedures. Extended hours, overtime and on call required. Performs related wok as required.

FULL PERFORMANCE KNOWLEDGE, SKILLS, AND ABILITIES: Thorough knowledge of C2M, RNI, MWM, WAM, EBS, HCM, Geocivix, and GIS; thorough knowledge of safety rules/regulations/ procedures; thorough knowledge of rates and service regulations; ability to analyze customer usage comparison/time of use rate, ability to compile/analyze data and draw sound conclusions and defend statistical reports; identifying trends and patterns in call types and recommend process improvement solutions to leadership; ability to prepare/update/retrieve/maintain reports/records; skill in keyboarding and performing accurate mathematical computations at a moderate rate of speed; ability to plan/coordinate/respond to multiple tasks within acceptable timeframes; ability to train/orient/teach skills to new employees. Proficiency in spreadsheet and database management to include Microsoft Office; ability to communicate effectively orally and in writing; ability to develop and maintain effective working relationships with customers, consultants, the general public and all levels of employees.

MINIMUM QUALIFICATIONS: (either)

• Graduation from an accredited four (4) year university/college with a degree in accounting, finance, business administration or related field and a minimum of one (1) year experience in a customer-centric environment; OR

• Graduation from a two (2) year community/technical college with a degree/certification in accounting, finance, business administration or related field and a minimum of four (4) years of experience in business or financial operations which includes statistical analysis, program/project implementation and working with databases/spreadsheets to develop reports and recommendations for improvements, OR

• Graduation from high school or possession of a high school equivalency diploma and a minimum of eight (8) years of experience as defined in (B) above.

PHYSICAL REQUIREMENTS: Must be able to perform the essential functions of the position.

EMPLOYER'S RIGHTS: This is general and illustrative of the kind of duties required of this position. It is not exhaustive and does not contain a detailed description of all the duties that may be assigned to the incumbent occupying this position.

GRADE 406 NE

$22.44 - $29.56