Customer Experience Analyst

Connect2First • Cabot, AR

1d • $40 - $60 • Onsite

About The Position

This position is responsible for assisting with special projects and day to day tasks related to accounting, consumer information, and workflow design. This position will assist with building custom reports, data extractions, and data analysis. Under the guidance of the Customer Experience Manager, continue to review work flow processes to ensure a seamless member experience. This position will support the member experience and field service in their daily operations. This position will also assist with special projects in other areas as requested.

Requirements

• High School Diploma or equivalent
• Proficient use of computer; knowledge of network file storage and SharePoint as well as internet searches using multiple search engines and browsers
• Excel – General navigation; file creation and archival; basic page layout and formatting for printing; effective use of basic mathematical formulas; effective use of relative and absolute cell values; copy, cut and paste; sort and filter; use of excel text, lookup, date & time, and math functions; modify and update pivot tables; modify and update refreshable spreadsheets; create and execute macros; create and modify files for upload to billing system
• Word – General navigation; file creation and archival; basic page layout and formatting for printing; creation and printing of envelopes and labels; ability to create, update and print mail merge documents; ability to use spell check
• Outlook – General navigation; ability to create, reply and archive emails; create and accept tasks and appointments; ability to share and view shared calendars; create and maintain distribution lists; effective use of task list and calendar functionality as time management and productivity aid
• Access – General navigation; ability to create queries, tables, and macros; apply logic on use of select, cross-tab, make table, and append queries; knowledge of SIMPLer, VETRO, and Alianza database structure and table relations; import and export data
• Power Point – General navigation; create, modify, and use presentations for training purposes
• Imaging – Understand file extensions on electronic documents; clean scanned images; understand workflow processes; ability to create drawers, document types, custom properties, and workflows within ImageNow; ability to create routing rules and alarms on workflow queues as well as ability to read and modify custom scripts
• Must have a valid Arkansas driver's license.
• Must be skilled in verbal and written communications, able to prepare data with accuracy and detail, be organized, and plan effectively.
• Good communications skills, both written and oral, are essential.

Nice To Haves

• Two years of experience in data analytics is preferred.
• Records Retention Processes –Understands the Cooperative's records retention policies
• Customer Management Processes – Understands the relationship of all transactions to billing, penalty, delinquent, cutoff and month end processes
• FCC Compliance – Working knowledge of all FCC compliance requirements
• Cooperative Principles and Operation – Understands the processes unique to the Cooperative business model and working knowledge of First Electric's Bylaws
• Law & Regulations - Ability to learn and research applicable laws and regulations related to records retention

Responsibilities

• Extract data from Consumer, Accounting, and Mapping systems
• Develop custom reports for Consumer, Accounting, and Operations department for review and analysis
• Distribute collected data across cooperative
• Review and maintain workflow design for softwares that support member experience with fiber accounts.
• Test and identify ways to improve the workflow design
• Assist other departments with questions and needs related to workflow processes for fiber services
• Recommends improvements, which can be made in practices, methods, and procedures
• Keeps informed of the cooperative's services, policies, and procedures
• Assists with other duties as necessary

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED