Job Description

Terms of Employment:

• W2 Contract, 12 Months (Likely Extension)
• This is a hybrid position. Candidates must be comfortable working onsite in Center City, Philadelphia on Tuesdays, Wednesdays, and Thursdays – and remotely on Mondays and Fridays.

Overview:

Join a vital team at a leading utility company as a Junior Business Analyst / Case Writer! We have 9 openings for individuals skilled in investigation, customer service, and report writing. In this role, you'll be at the forefront of addressing and resolving Public Utility Commission complaints. You'll delve into customer accounts, liaise with internal departments, and craft clear, concise reports for regulatory bodies, ensuring issues are handled efficiently and compliantly. This is a fantastic opportunity to utilize your analytical and communication skills in a dynamic environment. You will…

• Investigate assigned Public Utility Commission complaint cases using the company’s customer care and billing (CC&B) system.
• Prioritize cases based on urgency (e.g., 5-day resolution for power off complaints, 30-day for power on).
• Interface with various internal departments (e.g., state billing, field leader services) to gather information and facilitate complaint resolution.
• Communicate directly with customers via phone and email regarding their complaints.
• Draft comprehensive reports in layman's terms, based on company records and actions taken, for submission to the regulatory department.

Required Qualifications:

• Minimum of two (2) years of experience in a customer service role, including direct customer interaction (phone/email).
• Strong analytical and problem-solving skills, with the ability to investigate issues and deduce solutions.
• Excellent written communication skills, with the ability to produce clear, concise reports and explain complex information simply.
• Ability to work independently and prioritize tasks effectively to meet deadlines.
• Comfortable with a significant amount of writing.
• Ability to work onsite three days a week (Tuesday-Thursday).

Preferred Qualifications:

• Experience in the utility industry, particularly electric utilities.
• Prior experience using a customer care and billing system.
• Experience in a role involving case management or regulatory correspondence.

Job Tags

Similar Jobs