Customer Experience Analyst
SJW Corp

Job Info

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We have an opening in our Customer Service department for a Customer Experience Analyst.  We are passionate about the environment while delivering life sustaining, high quality water service to families and communities.  We embrace progress, provide training & development to inspire success in every aspect of our business and culture.  In addition, we provide a competitive benefits package and 401(K). 

This is a hybrid work opportunity. The Company feels that three shared days in the office and two days with the option of working remotely allows for both collaborative time and quiet space for deep work. Eligible employees for hybrid work are required to work in the office on Tuesdays, Wednesdays, and Thursdays. There may be a need for additional office days based on specific business requirement.

Job Description

The Customer Experience Analyst is responsible for providing world class service to Connecticut Water customers and employees by advancing the functionality of the Customer Information System (CIS) and related applications for functional operation of the Company's billing, meter reading, customer service, work order system, custom applications and acquisition programs.

The Customer Experience Analyst advances the work of the department by taking initiative, assuming advanced responsibilities, and consistently delivering results. Specific duties are listed below:

• Serves as final point on escalated Internal and External customer's questions as needed on Billing, Payment and Collection issues.
• Leads the review and analysis of the business needs of the customer's information system users and managers, evaluates these requirements and makes recommendations for solutions and a plan to implement them.
• Identifies and provides solutions to problems identified and works directly with vendors for satisfactory results.
• Coordinates ongoing maintenance and review of existing applications as well as new applications and programs, identifies problems, makes recommendations for appropriate solutions, rectifies problems and training employees in order to avoid reoccurrences of these problems.
• Implements complex report design and extensive knowledge of the UCIS programs and Oracle program
• Provides support or leads training to on various related systems
• Recommends updates or changes to design of SQLs for system updates and provides consistent and reliable information to ITS
• Additional duties or special projects as assigned

Minimum Qualification

• Bachelors of Science Degree OR a minimum of five years' experience in Utility Billing/CIS System applications; educational requirements may be supplemented by work experience 
• Requires technical background in automated billing systems, coupled with excellent communication and analytical skills, ability to research and interpret data, and ability to document and monitor procedures.
• Experience with testing and recommending new software required
• Experience with Oracle CCS and/or Oracle OFS preferred 
• Must be proficient in Microsoft Office applications including Word and Excel.
• Attention to detail critical in all aspects of duties is required.
• Valid Drivers License.

Compensation Type

Hourly Wage

Compensation Range

Grade 6 - Hourly

$ 33.08 - 52.93

Primary Work Location

93 West Main Street, Clinton, CT, 06413
United States

Work Environment and Physical Demands Code

I - Indoor

EEO Statement
Our company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, pregnancy, gender, gender identity, sexual orientation, marital status, protected veteran or other status protected by federal, state, and local laws.

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