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Data Analyst (338993)

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BHI Energy is seeking a Data Analyst. This position includes two primary roles including (1) Customer Service Specialist (2) Data Analyst. The candidate should possess the skills to serve both roles proficiently. The successful candidate will turn data into information, information into insight, and insight into business decisions.

Job Duties & Responsibilities

Customer Service Specialists (CSS) Role:
This position generates, communicates, maintains, and analyzes customer service data and develops reports. The CSS position will support the customer service department's operations and provide recommendations on ways to improve productivity and customer satisfaction levels. The CSS will use various data sets such as customer satisfaction reports, surveys, and complaint logs. The CSS will support in development of strategies and techniques to enhance the service department's effectiveness. They may also work directly with customers helping to troubleshoot issues and resolve customer dissatisfactions. As a customer service representative candidate may be asked to participate in community engagement events e.g. (HOA meetings, town halls, conference, etc.)
The CSS must know how to conduct research as well as analyze the results. They must be able to translate their findings into easy-to-understand reports or presentations for management to review.
* Use customer service data, observations, market trends, and reports to get a clear picture of the department's operations and ways to improve it.
* Review, analyze, and trend Asset Management System (Kardia) call logs, call backs notes and customer sentiment reports
* Utilize Kardia, Harmony and other online portals to develop data reports that assist in making management decisions and identifying any exceptions
* Support in drafting, reviewing, and implementing key process and procedures to support the customers service department
* Review metering to billing calculations for accuracy and efficiencies
* Engage and collaborate with all project stakeholders in the development of data analytics and gain 'buy-in' from stakeholder; (stakeholders include NEW Customers, Department managers, Marketing and Communications, and Sr. Management)

Data Analyst Role:
This data analyst role will include conducting full lifecycle analysis to include requirements, activities, and performance. The data analyst will provide data analysis and build reporting capabilities. This role will also include analyzing operational and financial performance, and quality control plans to identify improvement opportunities.
* Interpret data, analyzing results using statistical techniques
* Develop and implement data analyses, data collection, and other strategies that optimize statistical efficiency and quality
* Acquire data from primary or secondary data sources and maintain databases
* Prepare and distribute financial reports and outline indicators and explain financial results
* Communicate and explain operational performance using Data reports
* Identify, analyze, and interpret trends or patterns in complex data sets
* Filter and 'clean' data by reviewing computer reports, printouts, and performance indicators
* Locates and corrects any coding problems
* Works with management to prioritize business and information needs
* Locates and defines new process improvement opportunities
* Collaborate effectively with colleagues from all departments
* Leads and executes process improvement projects using Six Sigma principles
* Manages internal controls processes, identifies, and mitigates control weaknesses
* Develops broad technical and communication skills through self-study and internal and external training opportunities
* Other miscellaneous tasks as required

Qualifications / Education / Experience:

  • Proficiency in Data Analytics and building of reports
  • Experience with asset management software, SAP, Microsoft office suite software, Power BI
  • Critical thinking, problem solving, soft skills
  • Data Prep, Data Visualization, Data Warehousing,
  • Domain Knowledge, Statistical programing
  • Communication skills, Public speaking ability, Collaboration
  • Attention to detail, Understanding of key process and procedures
  • Self-motivated individual who takes initiative
  • Bachelor's degree in computer science, statistics, or information systems (preferred)
  • Six Sigma Certification; Yellow Belt or higher (preferred)

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