Customer Analyst Associate

Job description

About Us South Jersey Industries (SJI) is an energy holding company that delivers clean energy services to 700,000+ customers and businesses throughout 14 counties in New Jersey. As part of our core values, SJI is dedicated to being a community partner and developing innovative clean energy solutions to meet the needs of the future. To do this, we depend on our workforce of over 1,100+ talented, diverse employees who help us deliver safe, reliable, affordable clean energy for a better today and tomorrow. At SJI, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights. Position Summary A career in Customer Analytics will provide the opportunity to support critical efforts to optimize the utility customer experience. This includes using business data and statistical methods to analyze complex business problems. Providing consultative insight into business performance, where needed, and suggesting areas and methods of improving operations to the business. Constructing dashboards, forecasts, recommendations, and strategic / tactical plans based on business data and market knowledge. Implementing and overseeing analytical approaches and methodologies. As a member of the customer analytics team, you will be expected to manage multiple data projects simultaneously, ensuring timely delivery and alignment with business objectives, while coordinating efforts with IT and other departments to ensure seamless data integration and accessibility. Essential Functions : Provide support to Customer Experience leadership by delivering dynamic, well presented, detailed reporting on a variety of functional areas related to Customer Experience and Operations. Compile, distribute, and analyze daily, weekly, and monthly reports on Customer Experience channel performance. Consolidate data from multiple sources, organizing and structuring in a way to allow for in depth analysis, leveraging automation and integrating into advanced analytics tools (i.e. Power BI) wherever possible . Leverage analysis and understanding of business to provide data driven recommendations, collaborating with functional areas throughout the organization to support your proposals. Process, fulfill and ensure compliance with Elizabethtown Gas and South Jersey Gas Customer Experience Regulatory reporting requirements within defined timelines. In addition, this will include the completion of Rate Case discovery requests, Management Audits inquiries, Board Report submissions and Corporate Risk updates. Provide Workforce Planning support including volume forecasts, resource schedules, and predictive analysis. These tasks may include: schedule bid proposals, overtime assessments, schedule updates, vacation bids, tracking of planned/unplanned absences, trainings and meetings. Manage Contact Center IVR schedule for Open, Close, Holiday and Message status within Contact Center Phone System console. Provide administrator support for Contact Center Phone System such as skill and queue updates, disposition and reason codes, and agent and team profiles. Performs other duties as assigned (i.e. Ad-Hoc data requests, special project). Qualifications Required Background: Bachelor’s degree with 0 years of relevant experience, Equivalent work experience may be considered in lieu of degree. Required Skills: Strong analytical skills and ability to solve problems. High degree of initiative and ability to work independently and collaboratively. Strong attention to detail Strong communication and presentation skills Skills and experience in advanced Excel formulas, data manipulation, statistical methods, and analytical toolsets Preferred Skills: Proficiency in BI Preferred Explore the Possibilities South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day. Benefits Package Overview SJI offers a competitive and comprehensive benefits package to eligible employees. The SJI “Total Rewards” Benefits Package include: Flexible vacation, Paid Time Off, and Sick Leave package Comprehensive Health, Dental, and Vision Insurance Short-term and Long-term Disability Insurance 401(k), with generous company match Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment. Equal Opportunity/Affirmative Action Employer At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship. Compensation Range: $50,250 - 80,400 We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience.