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Customer Care Analyst

Company: City of Marietta Position: Customer Care Analyst Location: Marietta, GA Salary: $51,355.20 - $58,531.20 Posted: 05/07/18 Closing Date: 05/20/18 Job Description: This position is responsible for performing billing and operational analysis work that produces meaningful information for the Customer Care Department. Included in the position’s work are compilations of customer billing data and retail load data, class billing histories, and relevant weather data.

 Provides local support for the wireless metering system deployment, system implementation and operations, including developing documentation and administering and maintaining the network; training employees in system operations and its functions in the customer billing process.  Administers, monitors, and maintains data collection and analyzes interval load data for Key Accounts.  Supports Customer Care requests for operational HTE/SunGard data (queries, spreadsheets, graphs, etc.).  Documents Customer Care Department processes and standard operating procedures to enhance effective transfer of knowledge in any personnel transition; assess procedural documentation needs for other BLW Departments and develops proper procedural documentation as needs require.  Monitors business and operational databases; includes energy Efficiency and Weather Databases the Energy Efficiency Database contains billing and load data for specific accounts; needed for filing compliance documents.  Identifies and implements processes to enhance customer billing accuracy; mechanizes/automates Customer Care manual operational procedures to improve efficiency and enhance data accuracy.  Manages and performs data quality and quality stewardship activities to ensure data accuracy in relevant databases.  Merges Business Intelligence Software with BLW applications/programs; converts all regularly scheduled and ad hoc Customer Care programs to BI programs.  Under the direction of the General Manager, manages annual compilation BLW data for Strategic Plans; resolves and gathers performance data.  Analyzes meter data prior to actual reading to proactively identify anomalies  Supports Customer Care requests for operational data; analyzes user requirements, performs queries, prepares spreadsheets, and graphs to identify incorrect customer billing data.  Performs daily construction/project expense management for BLW Departments.  Provides assistance in resolving Customer Care procedural and administrative issues; identifies issues and conducts research to find alternative solutions; makes and assists in implementation of recommendations to research productivity and eliminate errors in customer billing.  Analyzes meter data prior to actual reading to proactively identify anomalies.

Interested candidates may apply online at

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