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Operations Analyst Customer Liaison

Location : Detroit, MI
Job Type : Temp/Contract to Direct
Hours : Full Time
Travel : No
Relocation : No

Job Description :
Provides analytical and process support for work unit. Ability to work independently and identify appropriate course of action to analyze issues, recommend solutions, and administer programs. Serves as main customer liaison for Distribution Operations complaints. Performs analysis, research, and prepares documentation around complaint resolution. Proactively communicates with customers and communities around outage causes and planned system improvements.

KEY ACCOUNTABILITIES

1. Perform research and understand customer outage histories and root causes

2. Perform research on planned system improvement or maintenance work and understand the impact on customer reliability

3. Contact external customers through both verbal and written communication regarding complaints and inquiries to provide explanation of issues as well as offer solutions to resolve the customers issue when applicable.

4. Record information and resolution of customer complaints

5. Respond to complaints in a timely manner, meeting pre-specified time frames depending on complaint type

6. Interface with other internal resources to gather information or provide status updates and investigation results

7. Independently identifies and resolves problems

8. Develop and implement proactive communication efforts to reach out to external customers, communities, and governmental entities regarding outage causes and planned system improvements

Required Qualifications :

POSTING QUALIFICATIONS

1. High school diploma or equivalent, required. Bachelor’s degree, preferred.

2. A minimum of three years’ experience in an analytical role

3. Intermediate-to-advanced analytical and project management skills

4. Knowledge of electrical distribution system preferred

5. Proficiency in the use of Microsoft Office applications, including Word, Excel, and PowerPoint

6. Ability to develop/coordinate cross-functional work groups and initiatives, yielding optimal results

7. Must be able to communicate effectively both orally and in writing with people at all levels both within and outside the company

8. Working knowledge of Maximo, SAP-CRM, and SAP-ISU preferred


 


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