Analyst, Key Accounts

Customer Service Representative

Work location is flexible and can be remote based on the current work location(s) of the successful candidate(s).

Job Summary:

Provide exceptional customer service through technical, analytical and sales support to Commercial or Industrial customers and the Key Account Managers (KAM) that call upon them. Specific customer and team support can include, but is not limited to: rate analysis, Customer Emergency Notification System (CENS) daytime response, managing lighting repair orders, energy usage studies, billing and service order requests, collections, C2M and Oracle Sales Cloud (OSC) updates, Oracle Service Cloud, load calculations, scheduled outages, meeting management, and sales/customer presentations. Provide account management back-up on an 'as needed' basis for the KAMs that they support. Be familiar with their KAMs' portfolio of customers, including specific circumstances, needs, and expectations. Assist Manager and KAMs to maintain accurate data in OSC, C2M and pull reports and other data analytics from their respective systems. Participate in the damage assessment and restoration process during storm events. Develop, share & utilize best practices to promote & provide exceptional customer service, additional product & services sales, and electrification growth.

Job Experience & Education:

Two-year engineering/technical degree or Four-year degree preferred. Two to three years of experience in sales/marketing or region operations is desirable.

Knowledge, Skills and Abilities:

Maintain a safe working environment through behaviors and actions. Strong interpersonal, oral, electronic, and written communication skills. Excellent computer and analytical skills with a focus on customer resource management, rate analysis, electrical load modeling, outage response systems, and power quality and reliability analysis. Effective organizational skills including the proven ability to prioritize and handle multiple projects. Meet the needs of the customer, including the ability to effectively manage dissatisfied customers. Possess a service attitude; anticipate and respond promptly to internal/external customer needs. Knowledge and understanding of rates, riders, contracts, Real Time Pricing (RTP) models, and corporate functions including financial indicators and regulatory issues. Ability to work effectively within a multi-departmental matrix organizational structure. Ability to determine electrical load requirements by reading design documents, panel schedules, and other construction prints. Knowledge of, or the ability to learn, electric energy end-use technologies with a focus on industrial processes. Basic knowledge of electric utility power delivery including generation, substation, distribution, transmission, and control/dispatch. Overall knowledge of Customer Care Center practices with an emphasis on critical/outage response, energy management, and business solutions.

Job Responsibilities:

Support and assist KAMs in meeting customer service goals as measured by the annual Net Promoter Score (NPS) survey. Support and assist KAMs in meeting all sales goals through product knowledge and preparation for customer engagements. Perform rate studies/analyses for commercial and industrial customers, including comparisons for RTP, meter totalizations, Time-of-Use and other rate options, using interval load data as well as provide PPP contracts for RTP customers. Provide data analysis and feedback to team members. Provide daily on-call support to customers; act as the primary contact for customers in KAM's absence; respond to billing inquiries and requests for service. Act as the primary contact between the customer, Special Service Accounts, Distribution and the Customer Care Center. Point of contact for daytime CENS rotation. Provide 24-hour support for managed customers during widespread and localized severe weather events. Provide technical and administrative support to KAMs and Segment Sales Manager including producing sales presentations, special reports and other customized analysis. Work with teammates to organize and carry out customer & internal meetings.

Behavioral Attributes:

Model all aspects of Our Values: Safety First, Total Commitment, Unquestionable Trust and Superior Value. Demonstrates commitment to Diversity, Equity, and Inclusion. Team player with strong interpersonal skills. Possesses a positive, customer-first attitude. Takes initiative and personal responsibility. Highly motivated and works well with minimal supervision. Demonstrated sense of urgency in fulfilling multiple requests in a fast-paced environment. Constant focus on building personal and professional skills.