Customer Analyst Associate
About The Position
A career in Customer Analytics will provide the opportunity to support critical efforts to optimize the utility customer experience. This includes using business data and statistical methods to analyze complex business problems. Providing consultative insight into business performance, where needed, and suggesting areas and methods of improving operations to the business. Constructing dashboards, forecasts, recommendations, and strategic / tactical plans based on business data and market knowledge. Implementing and overseeing analytical approaches and methodologies. As a member of the customer analytics team, you will be expected to manage multiple data projects simultaneously, ensuring timely delivery and alignment with business objectives, while coordinating efforts with IT and other departments to ensure seamless data integration and accessibility.
Requirements
- Bachelor’s degree with 0 years of relevant experience,
- Equivalent work experience may be considered in lieu of degree.
- Strong analytical skills and ability to solve problems.
- High degree of initiative and ability to work independently and collaboratively.
- Strong attention to detail
- Strong communication and presentation skills
- Skills and experience in advanced Excel formulas, data manipulation, statistical methods, and analytical toolsets
Nice To Haves
- Proficiency in BI
Responsibilities
- Provide support to Customer Experience leadership by delivering dynamic, well presented, detailed reporting on a variety of functional areas related to Customer Experience and Operations.
- Compile, distribute, and analyze daily, weekly, and monthly reports on Customer Experience channel performance.
- Consolidate data from multiple sources, organizing and structuring in a way to allow for in depth analysis, leveraging automation and integrating into advanced analytics tools (i.e. Power BI) wherever possible.
- Leverage analysis and understanding of business to provide data driven recommendations, collaborating with functional areas throughout the organization to support your proposals.
- Process, fulfill and ensure compliance with Elizabethtown Gas and South Jersey Gas Customer Experience Regulatory reporting requirements within defined timelines. In addition, this will include the completion of Rate Case discovery requests, Management Audits inquiries, Board Report submissions and Corporate Risk updates.
- Provide Workforce Planning support including volume forecasts, resource schedules, and predictive analysis. These tasks may include: schedule bid proposals, overtime assessments, schedule updates, vacation bids, tracking of planned/unplanned absences, trainings and meetings.
- Manage Contact Center IVR schedule for Open, Close, Holiday and Message status within Contact Center Phone System console.
- Provide administrator support for Contact Center Phone System such as skill and queue updates, disposition and reason codes, and agent and team profiles.
- Performs other duties as assigned (i.e. Ad-Hoc data requests, special project).
Benefits
- Flexible vacation, Paid Time Off, and Sick Leave package
- Comprehensive Health, Dental, and Vision Insurance
- Short-term and Long-term Disability Insurance
- 401(k), with generous company match
- Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
