POSITION SUMMARY This position is responsible for assisting with special projects and day to day tasks related to accounting, consumer information, and workflow design. This position will assist with building custom reports, data extractions, and data analysis. Under the guidance of the Customer Experience Manager, continue to review work flow processes to ensure a seamless member experience. This position will support the member experience and field service in their daily operations. This position will also assist with special projects in other areas as requested. REPORTING RELATIONSHIPS Reports to: Customer Experience Manager Supervises: None MAJOR RESPONSIBILITIES Data AnalysisExtract data from Consumer, Accounting, and Mapping systemsDevelop custom reports for Consumer, Accounting, and Operations department for review and analysisDistribute collected data across cooperativeDesign Workflow Review and maintain workflow design for softwares that support member experience with fiber accounts. Test and identify ways to improve the workflow design Assist other departments with questions and needs related to workflow processes for fiber servicesOther FunctionsRecommends improvements, which can be made in practices, methods, and proceduresKeeps informed of the cooperative's services, policies, and proceduresAssists with other duties as necessary The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities The Customer Experience Analyst shall be required to perform any other duties assigned to fulfill the objectives of the Cooperative. INTERNAL RELATIONSHIPS Customer Experience Manager: To request advice; To provide assistance as required; To seek necessary approvals and keep informed of policies and procedures Field and Member Service Supervisors and Managers: To support on daily operations Staff and or Member Service Managers: To assist in special projects including report development, data extraction, procedure planning, and training EXTERNAL RELATIONSHIPS Members and general public: Maintain good relations in all contacts with the general public Outside Collection Agencies: To exchange consumer account information to facilitate collection and monitor the efforts of the collection agencies Vendors: To initiate communication for support purposes on services provided WAGE AND SALARY INFORMATION This position is an hourly rated non-exempt position under the Wage and Hour law and overtime compensation must be paid. JOB SPECIFICATIONSPOSITION REQUIREMENTSEDUCATIONHigh School Diploma or equivalent EXPERIENCETwo years of experience in data analytics is preferred. JOB KNOWLEDGERecords Retention Processes –Understands the Cooperative's records retention policiesCustomer Management Processes – Understands the relationship of all transactions to billing, penalty, delinquent, cutoff and month end processesFCC Compliance – Working knowledge of all FCC compliance requirementsCooperative Principles and Operation – Understands the processes unique to the Cooperative business model and working knowledge of First Electric's BylawsLaw & Regulations - Ability to learn and research applicable laws and regulations related to records retention SKILLSComputer – Proficient use of computer; knowledge of network file storage and SharePoint as well as internet searches using multiple search engines and browsersExcel – General navigation; file creation and archival; basic page layout and formatting for printing; effective use of basic mathematical formulas; effective use of relative and absolute cell values; copy, cut and paste; sort and filter; use of excel text, lookup, date & time, and math functions; modify and update pivot tables; modify and update refreshable spreadsheets; create and execute macros; create and modify files for upload to billing systemWord – General navigation; file creation and archival; basic page layout and formatting for printing; creation and printing of envelopes and labels; ability to create, update and print mail merge documents; ability to use spell checkOutlook – General navigation; ability to create, reply and archive emails; create and accept tasks and appointments; ability to share and view shared calendars; create and maintain distribution lists; effective use of task list and calendar functionality as time management and productivity aidAccess – General navigation; ability to create queries, tables, and macros; apply logic on use of select, cross-tab, make table, and append queries; knowledge of SIMPLer, VETRO, and Alianza database structure and table relations; import and export dataPower Point – General navigation; create, modify, and use presentations for training purposesImaging – Understand file extensions on electronic documents; clean scanned images; understand workflow processes; ability to create drawers, document types, custom properties, and workflows within ImageNow; ability to create routing rules and alarms on workflow queues as well as ability to read and modify custom scripts ABILITIESMust have a valid Arkansas driver's license. Must be able to lift and carry 60 lbs. Must be skilled in verbal and written communications, able to prepare data with accuracy and detail, be organized, and plan effectively. Good communications skills, both written and oral, are essential. WORKING CONDITIONSNormal office conditions with some irregular hours, travel and overtime required. Normal working hours for this position will be 8:00am to 5:00pm on weekdays the Cooperative is open for business. This position is an hourly rated non-exempt position under the Wage and Hour Law and overtime compensation must be paid.
Job Posted by ApplicantPro