Customer Service Programs Analyst I or II

Company Name: Benton PUD
Phone Number: (509) 582-1270
City: Kennewick
State/Provence: Washington
Zip: 99338
Job Title: Customer Service Programs Analyst I or II
Number of Openings: 1
Position Type: Miscellaneous Positions
Posting Start Date: December 5, 2017
Salary: $55,905 - $73,205
Salary Per: Per Year
Work Time Type: Hours
Duties:

The District is seeking a professional applicant to fill a Customer Service Programs Analyst I or II level position. The successful candidate will be placed appropriate to their education, certifications, experience and ability to perform the specific position accountabilities with the expectation that the successful candidate placed in a higher level position may also be expected to perform some or all of the duties of the lower level position.

The primary purpose of this position is to assist in the development and implementation of customer-facing programs and projects, perform data analysis and interpretation, create and modify policies and procedures, and to support the communication with internal and external customers to increase operational efficiencies in customer service and support the customer service strategy.  At the higher level II, the responsibilities increase to recommending and implementing policies and procedures.

Accountabilities and Essential Functions:

  1. Support the District’s mission to serve our customers and foster a positive workplace by personally choosing behavior aligned with our values and ethical code.
  2. Support the District’s Customer Engagement Strategic Plan by assisting in the development and implementation of customer engagement programs and projects, including those involving customer facing-technologies.
  3. Assist in the preparation and presentation of complex technical, administrative and financial analytical and statistical reports that present and interpret data, identify alternatives and present and justify conclusions, forecasts and recommendations based on data summaries and other findings.
  4. Assist in the implementation of goals, objectives and priorities for assigned functions or programs by creating and modifying policy and procedural manuals and guidelines.
  5. Improve user effectiveness in the systems by assisting in the creation of user documentation, by maintaining the documentation as business processes change, and by assisting in the execution of user training as needed.
  6. Monitor the operational performance of Customer Service and Key Accounts by performing trend analysis and benchmarking on key performance indicators.
  7. Ensure timely information is available by running queries and generating reports, assessing results and assigning work to Customer Service staff as appropriate.
  8. Support customer service strategy by communicating effectively with diverse internal and external personalities and with various groups throughout the organization.  Support the development of new programs, services, policies and procedures by performing complex research and analysis, preparing and presenting reports.
  9. Assist Contract Work Manager with effective contract oversight by planning, coordinating and evaluating activities associated with assigned contracts.
  10. Stay abreast of new developments within assigned area of responsibility by attending and participating in professional group meetings, external committees and boards.
  11. Maintain awareness of federal, state and local regulations by monitoring trade organizations and legislative activities; and by making recommendations to ensure compliance and District interests are served.
  12. Collaborate with Communications Department on developing communication materials for customer programs and provide backup for website content maintenance.
  13. Complete special projects and other duties as assigned to meet team, department and organization goals.

In addition, the Customer Programs Analyst II will: 

  • Prepare and present complex technical, administrative and financial analytical and statistical reports that present and interpret data, identify alternatives and present and justify conclusions, forecasts and recommendations based on data summaries and other findings.
  • Support the development of new programs, services, policies and procedures by performing complex research and analysis, preparing and presenting reports.

Provide enhanced customer service by acting as a point of contact for Key Accounts, and as a resource for Customer Service Representatives to address escalated or complex customer issues.

KNOWLEDGE, SKILLS & ABILITIES: 

 Proficient in MS Office with strong Excel skills

  • Written and verbal communication skills, including formal presentations
  • Problem solving, customer service, and negotiation skills
  • Ability to perform basic quantitative analysis
  • Strong technical aptitude in supporting the implementation and management of  complex information systems
  • Knowledge of customer facing applications and all internal systems that integrate with those systems
  • Solid skills in facilitating and managing programs and projects
  • Key account or large account management principles
  • Successful completion of the District’s leadership program for the position
Experience Required:

MINIMUM EDUCATION, EXPERIENCE AND CERTIFICATIONS

Customer Service Programs Analyst I

  • BA/BS in Marketing, Business Administration, Communication, or related degree preferred
  • At least 0-2 years experience in customer service, marketing, or business analysis

Customer Service Programs Analyst II

  • BA/BS in Marketing, Business Administration, Communication, or related degree preferred
  • 3-4 years experience in customer service, marketing, or business analysis, at least 2 years working in the utility industry or with a public entity is preferred

Education Substitutions:

  • In lieu of a BA/BS, a minimum of an AA/AS is required with 2 additional years of directly related experience and training

Licensing or Certifications:

  • Certification in an APPA or industry-related Customer Service Management program preferred
How to Apply:

Submit an online application through Benton PUD’s Job Openings and Application Portal on the Benton PUD Web site (www.bentonpud.org/careers).  Resume and cover letter are optional and may be uploaded into the application.  Internet access can be obtained through public libraries or a local WorkSource office. 

Equal Opportunity Employer:  Minorities/Women/Veterans/Disabled

 

Posting End Date: December 19, 2017