Your Role & Impact

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.

Core Responsibilities

• Assessing business processes and analyzing system components for potential deficiencies/improvements.
• Conducting work process audits and serving as liaison for technical support.
• Serving as liaison for functional support with divisions outside of the Customer Care Division in developing and executing process improvements.
• Participating in user group studies and assisting management in identifying opportunities to operate more efficiently and effectively.
• Testing application processes and assisting in developing/maintaining training manual.
• Developing audit quality assurance strategies to ensure delivery of world-class service.
• Working with staff, consultants, and vendors as needed to design, develop and implement processes required to support optimal usage of complex system applications.
• Supporting IS upgrades/patches as needed by providing training, testing, updating data, and communicating information to users.
• Providing training for entry level to intermediate skilled personnel.
• Evaluating/monitoring/coaching customer service quality and providing regular feedback to representatives regarding customer needs and development of customer centric skill.
• Collecting, analyzing and communicating statistical data.
• Resolving complex customer service issues and completing To Do’s.

Required Qualifications & Skills

• 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/procedures.
• Thorough knowledge of rates and service regulations.
• Ability to analyze customer usage comparison/time of use rate.
• Ability to compile/analyze data and draw sound conclusions and defend statistical reports.
• Identifying trends and patterns in call types and recommend process improvement solutions to leadership.
• Ability to prepare/update/retrieve/maintain reports/records.
• Skill in keyboarding and performing accurate mathematical computations at a moderate rate of speed.
• Ability to plan/coordinate/respond to multiple tasks within acceptable timeframes.
• Ability to train/orient/teach skills to new employees.
• Proficiency in spreadsheet and database management to include 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 all levels of employees.

Education & Experience

• Graduation from an accredited four (4) year university/college with a degree in accounting, finance, business administration or related field and a minimum of one (1) year experience in a customer centric environment, OR
• Graduation from a two (2) year community/technical college with a degree/certification in accounting, finance, business administration or related field business, and a minimum of four (4) years of experience in business or financial operations which includes statistical analysis, program/project implementation and working with databases/spreadsheets to develop reports and recommendations for improvements, OR
• Graduation from high school or possession of a high school equivalency diploma and a minimum of eight (8) years of experience as defined above.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.