Analyst - Service Coordination
Avangrid

Job Info

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Job Title: Analyst - Service Coordination
Company: Central Maine Power
Department: Integrated Planning & Scheduling
Reports to: Supervisor - Electric Operations
Location: CMP Various Locations
The base salary range for this position is dependent upon experience

Job Summary
Responsible for monitoring, coordinating, and supporting all customer service requests. Ensures the delivery of superior customer service and accurate measurement of company goals versus achievements. Manages the workflow of the new service installations, service upgrades, and
appointment scheduling and works directly with the Integrated Planning and Scheduling group to achieve high levels of customer satisfaction.

Responsibilities
1. Maintains a thorough knowledge of all company policies as they relate to the new service process, including but not limited to line extension policies, Field Operating Procedures, contractors' handbook, city, town, and state ordinances, MPUC rules and regulations and
Distribution Standards. Acts as liaison for the Service Center between the Service Centers and the Customer Contact Center to enhance communication and coordination of the new service process.
2. Interacts with internal and external customers including, but not limited to, contractors, electricians, customers, etc. regarding all aspects of the new service process, Responsible for monitoring the Customer Service Guarantee and Appointment process, including, but not
limited to job workflow to remove barriers and/or roadblocks.
3. Takes the lead role for electric operations for all applicable MPUC disputes and inquiries promptly and professionally.
4. Works with Energy Service Advisor, Customer Service Advisor, and Line Supervisor with service-related issues.
5. Strives to deliver the level of customer service that our contractors, electricians, and all other customers expect and deserve.
6. Participate in emergency storm restoration efforts.
7. Works to enhance the communication of policies and procedures to our contractors

Skills and Requirements
• Strong written and verbal communication skills
• Demonstrated ability to work independently, as well as with a team Able to prioritize own work and complete multiple tasks in a fast-
paced environment.
• Exceptional customer service skills
• Excellent organizational and analytical skills Functional/job/business specific Competencies:

Education & Experience Required:
• Bachelor's Degree in a related field preferred. Associate degree with a minimum of three years relevant experience or High School/GED with a minimum of 5 years relevant experience required.
• Experience in electric operations or customer service
• Strong computer skills including:
o Microsoft Office applications (PowerPoint, Excel, Word)
o SAP Work Management

Preferred Qualifications: (Optional)

Behavioral Competencies
• Develop self & others
• Empower to grow
• Collaborate and share
• Be a role model
• Focus on achieving results
• Be agile

Avangrid employees may be assigned a system emergency role and in the event of a system emergency may be required to work outside of their regular schedule/job duties.

Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country

AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com

Job Posting End Date:

This job has expired.