Functional Process Analyst Customer Care and Billing (TERM) – ATCO

Job Title: Functional Process Analyst Customer Care and Billing (TERM)

Location: Edmonton, AB

Job Description: Job Description:FUNCTIONAL PROCESS ANALYST CUSTOMER CARE AND BILLING (TERM)Amazing Team, Rewarding Work!Location: Edmonton, ABDivision: Customer Experience and Initiatives, ATCO GasDuration: 12 MonthsWhat 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 . ATCO is proud to be an equal opportunity employer. Visit our website for more information.

Company Name: ATCO

Salary:

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