The base salary range for this position is dependent upon experience and location, ranging from $62,964 to $78,705
Job Summary
The Analyst- Field Customer Service role supports the analysis of field customer service activities and reporting. Analyst is to provide accurate and timely reporting of field activities including but not limited to credit processes, task completions and performance metrics. May also help coordinate field scheduling based on workload volume, statistical information and revenue impact. This role will also support customer services practices and serve as a liaison between field customer service by providing phone support and answering questions from the field customer service team. May also assist with meter data management for AMI accounts. After hours and weekend storm activity will be required.
Key Responsibilities
Investigates, analyzes, and determines solutions related to field customer service practices
Maintains a thorough knowledge of customer service policies including but not limited to collection activities and move in move out practices.
Ensure compliance with applicable rules, regulations, policies and guidelines
Mandatory participation in emergency storm restoration efforts as a Wires Down Branch Director
Supports the achievement of Priority Targets
Can effectively communicate with various departments such as Credit and Collections, Billing, Customer Service and Training
Participates in safety initiatives, including the facilitation of morning safety meetings
Required Qualifications
Associates Degree with one year of analytical experience (understanding complex billing data, advanced excel) or High School/GED with at least 3 years analytical experience
Preferred Qualifications
Strong verbal and written communication skills
Ability to effectively communicate across multiple groups to ensure accurate billing for customers
Self-motivated and results oriented.
Ability to manage multiple concurrent assignments
Strong detailed orientation and planning skills with a customer focus to ensure timely and accurate customer bills
Demonstrated analytical skill in understanding complex billing and reporting
Excellent system skills including but not limited to Excel and SAP
Competencies (this is standard for all jobs)
Growth & Continuous Improvement
Initiative & Change
Focused on Results
Customer Centric (internal and/or External)
Communication
Collaboration
Disclaimer (this is standard for all jobs)
AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables.
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Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
