Customer Experience Analyst

• 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 Analysis

• Extract data from Consumer, Accounting, and Mapping systems

• Develop custom reports for Consumer, Accounting, and Operations department for review and analysis

• Distribute collected data across cooperative

• Design 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 services

• Other Functions

• Recommends improvements, which can be made in practices, methods, and procedures

• Keeps informed of the cooperative's services, policies, and procedures

• Assists 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 SPECIFICATIONS

POSITION REQUIREMENTS

EDUCATION

High School Diploma or equivalent

EXPERIENCE

Two years of experience in data analytics is preferred.

JOB KNOWLEDGE

Records Retention Processes –Understands the Cooperative's records retention policies

Customer Management Processes – Understands the relationship of all transactions to billing, penalty, delinquent, cutoff and month end processes

FCC Compliance – Working knowledge of all FCC compliance requirements

Cooperative Principles and Operation – Understands the processes unique to the Cooperative business model and working knowledge of First Electric's Bylaws

Law & Regulations - Ability to learn and research applicable laws and regulations related to records retention

SKILLS

Computer – Proficient use of computer; knowledge of network file storage and SharePoint as well as internet searches using multiple search engines and browsers

Excel – 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 system

Word – 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 check

Outlook – 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 aid

Access – 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 data

Power Point – General navigation; create, modify, and use presentations for training purposes

Imaging – 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

ABILITIES

Must 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 CONDITIONS

Normal 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.