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Lead Analyst - Customer Service (CMP 65764) Augusta, ME US in Augusta, ME at Avangrid

Date Posted: 11/26/2018

Job Snapshot

Job Description

Publication date: 25.09.2018REFERENCE: 5101003400

CompanyCompany: Central Maine Power (CMP)Department: Customer ServiceJob Title: Lead Analyst - Customer ServiceLocation: Augusta, MECross Company Responsibility: Yes

Business and DepartmentCMP-ME-Augusta General OfficeAugusta,ME

DescriptionJOB SUMMARY:

Leads work that supports customer service, metering and billingincluding OpCos T&D service, energy suppliers, special contracts and non-electric services. Accountable foraccuracy and timeliness of billing as well as monthly reporting, the closing of revenue dollars to corporate records;ensuring the accounting accuracy of reports, bills and journal entries; account reconciliation and assumesresponsibilityfor resolving any billing or reporting problems or issues as they arise.

Coordinates the implementation of system changes and assists with the development of new business processesincluding major/critical projects.Strong desire to satisfy the customer. Reports for duty in storm situations.


1. Completes data collection and analysis to form conclusions that drive decision-making. Duties include, but arenot limited to:(40% P)

a. Design and implementation of data collection (survey designs,database structures)b. Data manipulation and presentation (statistics, tables, graphs)c. Data analysis (statistics, tests for correlation, significance,trends)d. Reporting on key performance metrics

2. Oversee and assist with major/critical projects. Coordinates theimplementation of system changes and assistwith the development of newprocesses. Activities may include but are not limited to: Development of new

processes t, rates testing and implementation, billing design, special contracts, department and company audits,business and system interfaces to other work processes. Identifies and resolves system problems including majorbilling problems. (20% P)

3. Manages vendors for: (15% P)a. on-time, on-budget delivery of products and services; and tob. monitor and measure all service level agreements.

4. Coordinates and leads the work activities of teams who support customer service processes and ensureadherence to operational policies and procedures. Uses knowledge/skill with data sources, databases and analysistools to provide analysis to the organization to drive performance. (10% S)

5. Supports the development of strategy and plans to achieve key corporate objectives. (10% S)

6. Ensures accounts receivable activity is processed, reconciled and closed within the preset timeframe. Resolvesany related issues. Maintains process documentation and ensures effective and consistent compliance with internalcontrols. (5% S)


Education & Experience Required:

• Bachelors Degree with a minimum of three years relevant experience preferred. Associates Degree with aminimum of five years relevant experience required.• Experience with customer service policies, practices, filed ratetariffs, accounting principles.• Advanced knowledge with the use of Microsoft Office Excel,Access, Power Point.


• Strong interpersonal, written and verbal skills.• Strong decision making, analytical, problem solving and negotiating skills.• Good computer skills including Microsoft Office products and CIS.

This opportunity will offerAVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualifiedindividuals based on their status as protected veterans or individuals with disabilities, and prohibit discriminationagainst all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin.Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action toemploy and advance in employment individuals without regard to race, color, religion, sex, sexual orientation,

gender identity, or national origin, protected veteran status or any other status protected by federal, state, or locallaw. The Company is committed to a policy in all of its employment practices of equal opportunity without regard torace, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,veteran status, sexual orientation, or other protected status.

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