Management Analyst - Escalations Team

City of Richmond•730 East Broad Street, VA

3d•Onsite

About The Position

The City of Richmond's Department of Public Utilities is seeking to fill multiple Management Analyst roles within their Escalations Team for the Customer Service Division (CSD). The Management Analyst is responsible for researching, resolving, and responding to routine, complex and escalated customer issues, gas and water utility disputes, and concerns in writing. The position thoroughly analyzes customer accounts and works with teams across the Customer Service Division to resolve issues or determine best resolution. This position is open to internal DPU employees only.

Requirements

Bachelor's degree in business/public administration or field related to assignment
Two years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis
An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification
Excellent verbal and written communication skills with the ability to breakdown/communicate complex issues using easy to understand language.
Qualitative and quantitative research skills.
Analytical, critical thinking, and problem-solving skills.
Attention to detail.
Proficient in using Microsoft applications such as Word, Excel, PowerPoint, Outlook, and Teams.
Ability to prioritize and manage time effectively.
Ability to deal tactfully and courteously with others; verbally, in writing, and in person.
Collaborates and engages others to obtain optimal outcomes.
Exercises discretion and confidentiality.
Ability to learn and apply regulations, standard procedures, and policies.

Nice To Haves

Bachelor’s degree with concentration in English, Communications, Business, Public Relations, or related field or Associate’s degree/High School diploma and equivalent experience.
At least 2 consecutive years of customer service or account billing experience.
At least 3 consecutive years business writing experience with 2 years of handling complex or escalated situations.
Experience interacting with and writing for executive/senior level staff or public officials.
Experience handling complex account adjustments.
Highly proficient in dispute resolution.
Bilingual in Spanish; speaking, reading, and writing.
Knowledgeable of Virginia Code and the Code of Ordinances for the City of Richmond

Responsibilities

Administer the dispute resolution process.
Provide excellent customer service by responding in writing timely, accurately, and professionally to customer inquiries.
Prepare correspondence for executive and senior level signatures.
Communicate with customers using clear, concise, professional, and easy to understand language.
Research and draft responses for escalated complaints including those sent to executives within the organization.
Comply with policies, processes, procedures, regulations, and performance standards.
Provide data for reports and presentations such as open and closed cases, aged cases not resolved within established timeframe, case resolution, and audit status/resolution.
Participate in meetings and training.
Assist Research and Communications Associates when needed.
Participate in process development and improvement initiatives.
Contribute to or complete projects as assigned.
Prepare ad hoc reports as needed.
Perform or support other related assigned job duties.