Customer Service Analyst

Job Description
Primary Job Duties and Responsibilities (Essential Job Functions)

• Serve as an expert in the technical knowledge for markets in all states in respect to ordering, capturing data from source, analyzing, interpreting, profiling, and pricing the electric and gas usage data. Effectively researches issues relating to anomalies in historical and interval data usage.

• Responsible for rate maintenance, set up and system accuracy. This position also serves as the initial contact point for each system's users and troubleshoots system issues.

• Provide analysis of contract accounts, product, term, commission, and pricing to ensure that all regulatory and customer requirements are met. Execute and finalize all customer signed contracts.

• Performs credit checks on potential and existing customers with the ability to accurately interpret credit ratings and reporting from various reporting agencies.

• Process newly executed contracts and amendments and verify compliance with contract standards.

• Manage the electronic data interchange requirements and transactions related to the states and utilities where MES is certified to transact business.This includes, but is not limited to, managing enrollments, drops, rescinds, and changes for all incoming and outgoing EDI transactions which vary by state and delivery company tariff.

• Act as Subject matter expert providing guidance and knowledge on contracts, pricing, billing and various additional services. Must exercise good judgment when deciding how to handle specific customer issues. Accurately document and communicate these issues and actions with internal and external customers, third party agents, and vendors.

• Execute our customer retention strategy by building strong personal relationships with all customers and third-party agents and develop internal solutions to help the customer achieve their energy management goals and objectives.

• Effectively handles a variety of escalated customer contacts and is responsible for taking appropriate action and communicating as needed.

• Responsible for developing and testing the functionality of new products and services.

• Assists in identifying, implementing, and training for new and existing processes.

• Act in a support role, performing other functions that may be required to develop or manage electric and gas products including providing technical support.

• Act as a liaison between customer service associates (I, II) and numerous departments within MES.

• Provides day to day mentoring and support to ensure customer service associates have a high level of understanding and knowledge of technical, procedural and process skills.

• Perform invoice validation, budget and tariff analysis and tailored reporting.

• Gather customer usage data from primary and secondary sources to assemble, as directed, for various energy sustainable solution objectives.
• Perform additional responsibilities as requested or assigned.

Requirements

Performance Expectations (Key Success Factors)

• Perform responsibilities as directed within determined time frames and with a high degree of accuracy.

• Establish and maintain effective work relationships within the department and the company.

• Maintain the professional competence, knowledge and skills necessary to effectively complete responsibilities; enhance job knowledge and abilities by taking personal responsibility for professional development and training.

• Maintain sensitive and confidential information regarding company information.

• Attend work on a regular basis and support the company's employee policies and procedures, including workplace safety rules.
• Ensure all compliance aspects of position are known and followed; understand and comply with all policies, codes and regulations applicable to position and company.

Position Requirements

• Bachelor's degree in business, accounting, marketing, mathematics or related field or equivalent related work experience. (Typically six years of related progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree)

• Four years of related experience.

• Effective oral and written communication skills.

• Effective analytical and problem-solving skills.

• Advanced personal computer skills: advanced features of Excel, Word and Access.

• Ability to work under pressure and effectively prioritize and handle multiple tasks and projects concurrently.

• Ability to deal with difficult customer issues.

• Effective research, analytical and problem-solving skills.