FUNCTIONAL PROCESS ANALYST CUSTOMER CARE AND BILLING (TERM)
Amazing Team, Rewarding Work!
Location: Edmonton, AB
Division: Customer Experience and Initiatives, ATCO Gas
Duration: 12 Months
What We Offer:
Competitive Compensation Paid vacation at 6% An engaging, hands-on experience in the gas utility sector A supportive team environment with opportunities for skill development A vital role in a company dedicated to innovation, safety and community service. The temporary position has the potential to open the door to opportunities within our company.
Why Work Here:
Skilled employees at ATCO are offered endless variety. We are entrepreneurial with a large degree of autonomy and freedom, experiencing new situations and learning opportunities every day. Internal advancement is commonplace, and we are always supported in our career journey.
About the Role:
Reporting to the Supervisor, Back Office and Billing or the Supervisor, Meter Reading Systems, we are looking to fill 2 roles within the Customer Care & Billing team including Quality Assurance and Training Business Analyst and Escalations and Investigations Business Analyst. You are responsible for best-in-class customer experience through the delivery of transparent, timely and accurate meter reads that inform tariff billing and customer service support.
What You’ll Do:
Elevate the customer experience through the development of programs to support our employees and the implementation of technology to reduce customer and employee effort utilizing change management framework. Optimize operations within the department to improve the customer experience. Support the delivery of a great customer experience by leading the coaching and training of Customer Care Representatives and Administrative Coordinators. Create and maintain documentation and process maps for procedures. Develop and maintain training and competency programs conducive to different learning styles. Collaborate regularly with internal and external stakeholders on industry best practices. Investigate and resolve customer inquiries including distribution charges, meter reading and tariff billing irregularities. Identify root cause of complaints and escalations for continuous improvement of customer experience. Assist in internal and external audits and reviews of procedures. Perform regular quality assurance on performance of Customer Care Representatives. Regularly assesses existing processes to ensure their effectiveness and accuracy. Ensure that existing processes are efficient, effective and correctly documented.
What you Bring:
Bachelor’s degree in business management, Information Technology, Education, diploma or equivalent combination of education and experience appropriate for this position. CBAP or PMI -PBI certification is considered an asset. 2-5 years of experience, preferably in a utility customer service environment Change Management, Root Cause, or adult learning certification an asset. Knowledge of the Alberta de-regulated energy market specific to AUC rules and regulations is an asset. Excellent written and verbal communication skills. Ability to compile, analyze, and report information accurately in a timely and meaningful manner. Excellent organizational and time management skills. Excellent interpersonal, relationship-building, analytical and problem-solving skills. Ability to interpret regulations, policies, and procedures. Proficient in Microsoft Office 365 Suite, Rise Articulate, Salesforce, Telephony, PowerBI, iGrafx and Customer Information Systems would be considered an asset.
We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.
ATCO Natural Gas is part of ATCO Ltd. ATCO delivers inspired solutions for a better world. We are a diversified global corporation with investments in the essential services of Structures & Logistics, Utilities, Energy Infrastructure, Retail Energy, Transportation and Commercial Real Estate. Learn more about how we build communities, energize industries and deliver customer-focused solutions like no other company in the world at www.atco.com. ATCO is proud to be an equal opportunity employer. Visit our website for more information.