Con Edison Analyst / 1H in New York, New York

Qualifications: O&R;’s Customer Service Department is seeking to hire an Analyst to join the Customer Support Operations team.

This position requires candidates to demonstrate in the application they possess the following skills and abilities :

Education - Essential

  • Bachelor’s degree, with a minimum of two years related work experience. OR

  • Associate’s degree, with a minimum of three years related work experience OR

  • High School Diploma/GED with a minimum of five years of related work experience.

Experience

  • Should be flexible to allow assignment of different tasks as required.

  • Must be able to adapt quickly and take direction from different supervisors.

  • Must be well organized, detail oriented and flexible to handle multiple assignments and deadlines.

  • Must possess excellent listening, oral and written communication skills, and have the ability to effectively interact with customers, support staff, and various levels of management.

  • Must have strong facilitation, interpersonal and excellent telephone skills.

  • Must have strong analytical skills.

  • Demonstrated proficiency with all Microsoft Office applications – Excel, Outlook, Access, Word, and PowerPoint - is required.

  • Demonstrated professional demeanor, confidence dealing with all levels of management and the ability to work with sensitive and confidential information.

  • Must have a good understanding of the Customer Service Organization’s policies and procedures.

  • Must have an excellent working knowledge of the CIMS customer service system.

Responsibilities: Under general supervision is responsible for acquiring and applying broad knowledge of the policies, procedures and regulations followed by the various functions within Support Operations and Customer Service and utilize same to assist the department to effectively and efficiently maximize corporate revenues. Responsible to research and analyze customer inquiries and complaints. The data will be used to make recommendations to improve policies and procedures, while improving customer satisfaction. This position will support all functions of Customer Support Operations including; Executive Communications, Credit and Collections, and Quality Assurance. Ensures implementation of Company safety, health and environmental programs for employees whose work is directed. Ensures that safe work practices are followed and the environment is fully protected in accordance with Company policy and governmental regulations. Commitment to the Way We Work Principles, and adhere to the Company’s Standards of Business Conduct and other Company procedures including Environmental, Health and Safety (“EH&S;”), Equal Employment Opportunity (“EEO”), discipline, and security. At O&R;, we have and we all need to take special interest in our customers, both within the company and externally. As an employee, you need to commit to these ideals of developing a proactive, customer-centric culture to foster trust and confidence among customers and improve value for all our stakeholders. Compile statistical data and meaningful trend analysis for various Support Operations functions. Develop and maintain databases, spreadsheets, graphs and other tools to enhance analysis of data and statistical reports, as directed. Assist in the collection of delinquent gas and electric accounts including bankruptcies and sundry collections. Resolve escalated telephone inquiries and disputes, commission complaints, and prepare written executive communication responses. Prepare the month-end statistical reports, status notes for monthly departmental progress report, ATIP goals, and other regulatory reports as required. Develop and maintain written documentation of work activities and procedures in the Customer Support Operations Department. Monitor, identify research and resolve any issues that deter the successful completion of any of the department goals. Assist with the maintenance the company’s Medical Hardship and Life Support programs in accordance with the Company’s policies and procedures. Develop positive working relationships with regulatory staff and colleagues at other utilities to assist in the analysis of customer inquiries and the implementation of best practices. Participate in conferences to help build these relationships. Participate in the Company’s Storm Plan with your assignment to the Special Response Team to handle escalated calls and customers with Life Support Equipment. Perform other related assignments as required.

Physical Requirements: This position requires candidates to demonstrate in the application they possess the following skills and abilities :

  • Must have a valid driver’s license.

  • Must be able and willing to travel as needed.

  • Must be able to participate in the Company’s emergency management processes and storm plans as required.

Equal Opportunity Employer: Orange & Rockland is an equal opportunity employer and, as such, affirms in policy and practice its commitment to recruit, hire, train, and promote, in all job classifications, without regard to race, color, creed, religion, sex, gender, age, national origin, marital status, sexual orientation, gender identity, gender expression, citizenship, eligible veteran status, disability, or any other status protected by law.

Orange & Rockland is a federal contractor subject to VEVRAA and desires to receive priority referrals of protected veterans.

Click here, EEO is the Law Notice, to learn about your equal employment opportunity protections as part of the application process.

If you are an individual with a disability and/or a disabled veteran and would like to request an accommodation to apply for a job, you may do so by submitting your written request as follows:

By Mail: Orange and Rockland Utilities, Inc. Human Resource Support Section Manager 1 Blue Hill Plaza Pearl River, NY 10965

By Email: ORURequestForAccommodation@oru.com

If you are an individual with a disability and/or a protected veteran and would like to verify the information in the job listing, you may do so by submitting your written request as follows:

By Mail: Orange and Rockland Utilities, Inc. Human Resource Support Section Manager 1 Blue Hill Plaza Pearl River, NY 10965

By Email: ORUJobListingVerification@oru.com

Title: Analyst / 1H

Organization: OR Customer Service

Department: OR Support Operations

Expires On: 9/30/2017

Job Code: 17-0655