Lead Analyst - Customer Service (CMP 65776) Augusta, ME in Augusta, ME at Avangrid

Date Posted: 10/2/2018

Job Snapshot

Job Description

Publication date: 02.10.2018
REFERENCE: 5100382102

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

Business and Department
CMP-ME-Augusta General Office


Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:

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

MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):

1. Completes data collection and analysis to form conclusions that drive decision-making. Duties include, but are
not limited to: (30% 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 the implementation of system changes and assist
with the development of new processes. Activities may include but are not limited to: Development of new
processes, 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 driver 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)

7. Completes monthly internal control audit requirements (5%)

8. Assists supervisor on daily operational reporting requests as needed.(5%)


Education & Experience Required:

• Bachelor's 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, budgets and
SOX/Audit controls
• 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 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
877-387-9061 or careers@avangrid.com