Job Description
Data Analyst, Customer Advisor provides client management to member companies and other stakeholders. Relying on broad knowledge of the energy business, the Customer Advisor responds to customer inquiries, utilizing various research methodologies and internal support mechanisms. Perform data analytics and account management functions through analysis of call patterns and trends; and serves as the primary point of contact for quick hit member requests
RESPONSIBILITIES
• Receive and process customer inquiries and/or issues and ensure timely and complete resolution of customer issues, inquiries are primarily phone and e-mail
• Perform data analytics with large data sets
• Exceptional research skills (primary and secondary)
• Track all incoming inquiries to ensure accuracy and consistency in responses
• Recommend frequently asked questions to be included in a knowledge base
• Primary contact for assisting with quick hit customer requests
• Anticipate problems and offer recommended solutions
• Possess ability to communicate with member company representatives on a wide variety of issues and to represent company effectively and ensure total customer satisfaction with external customers
• Possess a broad knowledge of company’s mission, structure, vision, values, operating principles and procedures including knowledge of existing and planned markets, major business functions, products and services and related strategies. Possess general knowledge of the US energy industry
• Manage multiple concurrent objectives, projects, groups or activities. Work independently and use effective judgment in prioritization and time allocation
• Demonstrate the ability to deal well with change
QUALIFICATIONS
• Recent college graduate with Bachelor’s degree or experienced professional with High School Diploma and a minimum of five years work experience or Associates degree and a minimum of two years experience in a client management or customer experience related position.
• Demonstrated ability to produce high-quality work products with attention to detail
• Excellent written and verbal communication and problem solving skills.
• Must have mastery knowledge in Excel, Word, and PowerPoint; Excel Mastery (Required), SQL and Python (Preferred), MS Access (Preferred), Salesforce (Preferred), Data Analytics Certification (Preferred)
• Excellent presentation skills
• Hybrid – 3 days in office per week required
RESPONSIBILITIES
• Receive and process customer inquiries and/or issues and ensure timely and complete resolution of customer issues, inquiries are primarily phone and e-mail
• Perform data analytics with large data sets
• Exceptional research skills (primary and secondary)
• Track all incoming inquiries to ensure accuracy and consistency in responses
• Recommend frequently asked questions to be included in a knowledge base
• Primary contact for assisting with quick hit customer requests
• Anticipate problems and offer recommended solutions
• Possess ability to communicate with member company representatives on a wide variety of issues and to represent company effectively and ensure total customer satisfaction with external customers
• Possess a broad knowledge of company’s mission, structure, vision, values, operating principles and procedures including knowledge of existing and planned markets, major business functions, products and services and related strategies. Possess general knowledge of the US energy industry
• Manage multiple concurrent objectives, projects, groups or activities. Work independently and use effective judgment in prioritization and time allocation
• Demonstrate the ability to deal well with change
QUALIFICATIONS
• Recent college graduate with Bachelor’s degree or experienced professional with High School Diploma and a minimum of five years work experience or Associates degree and a minimum of two years experience in a client management or customer experience related position.
• Demonstrated ability to produce high-quality work products with attention to detail
• Excellent written and verbal communication and problem solving skills.
• Must have mastery knowledge in Excel, Word, and PowerPoint; Excel Mastery (Required), SQL and Python (Preferred), MS Access (Preferred), Salesforce (Preferred), Data Analytics Certification (Preferred)
• Excellent presentation skills
• Hybrid – 3 days in office per week required
Additional Details
Experience: 2-5 years