Customer Account Analyst

Job summary
Develop and execute process improvement for multiple systems in Customer Care DivisionAssess business processes and analyze system components for deficiencies/improvementsProvide training and support for optimal usage of complex system applications
Job seniority: entry level
Responsibilities
• Assess business processes and analyze system components for potential deficiencies/improvements• Conduct work process audits• Serve as liaison for technical and functional support enterprise-wide• Participate in user group studies• Identify opportunities to operate more efficiently and effectively• Assist in developing/updating training manual and audit quality assurance strategies• Design/develop/implement processes required to support optimal usage of complex system applications• Support IS upgrades/patches• Provide training for entry level to intermediate skilled personnel• Collect, analyze and communicate statistical data• Resolve complex customer issues• Assist with clean-up projects
Requirements
• Thorough knowledge of C2M, RNI, MWM, WAM, EBS, HCM, Geocivix, and GIS systems• Thorough knowledge of safety rules/regulations/procedures, rates and service regulations• Ability to analyze customer usage, compile/analyze data and draw sound conclusions• Ability to identify trends and patterns in call types• Proficiency in spreadsheet and database management• Effective oral and written communication skills• Ability to develop and maintain effective working relationships• Graduation from an accredited 4-year university/college with relevant degree and 1 year experience• OR graduation from a 2-year community/technical college with relevant degree/certification and 4 years of experience• OR high school diploma or equivalent and 8 years of experience
Key Skills Needed
• Thorough knowledge of C2M, RNI, MWM, WAM, EBS, HCM, Geocivix, and GIS systems• Proficiency in spreadsheet and database management• Effective oral and written communication skills