CUSTOMER ACCOUNT ANALYST

Fayetteville Public Works Commission•Fayetteville, NC

7d•$23 - $31

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. The position supports application testing, system upgrades and patches, training, quality assurance, statistical analysis, and resolution of complex customer service issues to help the organization operate more efficiently and deliver world-class service. Working under the direct supervision of a designated supervisor, the Customer Account Analyst collaborates with staff, consultants, and vendors to design, develop, and implement processes that support optimal 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. Supervisory responsibility: none.

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.
Keyboarding skills and ability to perform 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: a four-year degree in accounting, finance, business administration, or a related field and at least one year of experience in a customer-centric environment; a two-year community/technical college degree or certification in accounting, finance, business administration, or a related field and at least four years of business or financial operations experience including statistical analysis, program/project implementation, and use of databases/spreadsheets to develop reports and improvement recommendations; or high school graduation or equivalency and at least eight years of the specified experience.
Prolonged periods of sitting at a desk and working on a computer; ability to lift up to 15 pounds at times.
Availability for extended hours, overtime, and on-call work.

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 liaison for functional support with divisions outside the Customer Care Division in developing and executing process improvements.
Participate in user group studies and assist management in identifying opportunities to operate more efficiently and effectively.
Test application processes and assist in developing and maintaining training manuals.
Develop audit quality assurance strategies to ensure delivery of world-class service.
Work with staff, consultants, and vendors to design, develop, and implement processes supporting optimal use of complex system applications.
Support IS upgrades and patches by providing training, testing, updating data, and communicating information to users.
Provide training for entry-level to intermediate-skilled personnel.
Evaluate, monitor, and coach customer service quality and provide representatives regular feedback regarding customer needs and development of customer-centric skills.
Collect, analyze, and communicate statistical data.
Resolve complex customer service issues and complete To Do’s.