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

Date Posted: 9/26/2018

Job Snapshot

Job Description

Publication date: 25.09.2018
REFERENCE: 5101003400

Company
Company: Central Maine Power (CMP)
Department: Customer Service
Job Title: Lead Analyst - Customer Service
Location: Augusta, ME
Cross Company Responsibility: Yes

Business and Department
CMP-ME-Augusta General Office
Augusta,ME

Description
JOB SUMMARY:

Leads work that supports customer service, metering and billing
including OpCos T&D service, energy suppliers, special contracts and non-electric services. Accountable for
accuracy 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 assumes
responsibility
for 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 processes
including major/critical projects.Strong desire to satisfy the customer. Reports for duty in storm situations.

MAJOR ROLES AND RESPONSIBILITIES:

1. Completes data collection and analysis to form conclusions that drive decision-making. Duties include, but are
not 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 assist
with 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 major
billing problems. (20% P)

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

4. Coordinates and leads the work activities of teams who support customer service processes and ensure
adherence to operational policies and procedures. Uses knowledge/skill with data sources, databases and analysis
tools 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. Resolves
any related issues. Maintains process documentation and ensures effective and consistent compliance with internal
controls. (5% S)

Requirements
JOB REQUIREMENTS:

Education & Experience Required:

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

Skills/Abilities:

• 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 offer
AVANGRID is an Equal Opportunity / Affirmative Action employer. AVANGRID shall abide by the requirements of
41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified
individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination
against 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 to
employ 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 local
law. The Company is committed to a policy in all of its employment practices of equal opportunity without regard to
race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, religion, marital status,
veteran status, sexual orientation, or other protected status.

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 Human Resources department at
833-246-6347 or careers@avangrid.com