Customer Account Analyst

Fayetteville Public Works Commission•Fayetteville, NC

About The Position

The Customer Account Analyst develops and executes process improvements across multiple systems within the Customer Care Division. The role assesses business processes, analyzes system components for deficiencies and improvement opportunities, conducts process audits, and provides technical and functional support across divisions. It supports application testing, system upgrades and patches, training, quality assurance, statistical analysis, and resolution of complex customer service issues to improve operational efficiency and service delivery. Working under the direct supervision of a designated supervisor, the analyst collaborates with staff, consultants, and vendors to design, develop, and implement processes that support effective use of complex system applications. The position may be assigned to any area in the department. Extended hours, overtime, and on-call availability are required. There is no supervisory responsibility.

Requirements

Thorough knowledge of C2M, MDM, RNI, MWM, WACS, legacy systems, Geocivix, GIS, FDI, City/County Permitting Portals, Microsoft Suite, Adobe Acrobat, and other applications and websites as needed.
Thorough knowledge of safety rules, regulations, and procedures.
Thorough knowledge of rates and service regulations.
Ability to analyze customer usage comparisons and time-of-use rates.
Ability to compile and analyze data, draw sound conclusions, and defend statistical reports.
Ability to identify trends and patterns in call types and recommend process-improvement solutions to leadership.
Ability to prepare, update, retrieve, and maintain reports and records.
Skill in keyboarding and performing accurate mathematical computations at a moderate rate of speed.
Ability to plan, coordinate, and respond to multiple tasks within acceptable timeframes.
Ability to train, orient, and teach skills to new employees.
Proficiency in spreadsheet and database management, including 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 employees at all levels.
One of the following education and experience combinations: graduation from an accredited four-year college or university with a degree in accounting, finance, business administration, or a related field, plus at least one year of experience in a customer-centric environment; graduation from a two-year community or technical college with a degree or certification in accounting, finance, business administration, or a related business field, plus at least four years of experience in business or financial operations that includes statistical analysis, program/project implementation, and using databases or spreadsheets to develop reports and recommendations for improvements; or high school graduation or an equivalency diploma, plus at least eight years of experience as described in the second pathway.
Ability to sit for prolonged periods and work at a computer.
Ability to lift up to 15 pounds at times.

Responsibilities

Assess business processes and analyze system components for potential deficiencies and improvements.
Conduct work process audits and serve as a liaison for technical support.
Serve as a functional support liaison with divisions outside the Customer Care Division to develop and execute process improvements.
Participate in user group studies and assist management in identifying opportunities to improve efficiency and effectiveness.
Test application processes and assist in developing and maintaining training manuals.
Develop audit quality-assurance strategies to support delivery of world-class service.
Work with staff, consultants, and vendors to design, develop, and implement processes that support optimal use of complex system applications.
Support information-system upgrades and patches by providing training, testing, updating data, and communicating information to users.
Train entry-level to intermediate-skilled personnel.
Evaluate, monitor, and coach customer-service quality, and provide representatives with regular feedback regarding customer needs and customer-centric skill development.
Collect, analyze, and communicate statistical data.
Resolve complex customer-service issues and complete To Do’s.