Customer Analyst Associate

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 assist in critical efforts to optimize the customer experience. This typically includes performing deep dives on the customer experience and journey; establishing benchmarks and socializing customer experience findings; forming actionable insights that increase conversion; interpreting results and making recommendations for enhancements of the customer experience. Additionally, as a member of the team, you will provide guidance to end users and the Operations team in the creation and execution of data pulls from the customer database. This role may communicate business needs to third-party vendors, monitor their progress, and enhance corporate projects and goals, such as augmenting customer segmentation strategies. Roles within Customer Analytics are providing the best possible service in relation to billing inquiries, credit and collection, service requests (usually related to gas turn-ons), suggestions, and complaints, customer verification, as well as social media interactions. The team is responsible for handling BPU-related data requests, tracking Voice of the Customer survey results, and other mandated customer experience metrics. Additional job functions include workforce management and forecasting scheduling needs. Hybrid Role Essential Functions: Performing assigned tasks (under close supervision) that assist day-to-day activities within the specific job family Identify and compile key performance indicators to assess operational efficiency. Interpret monthly performance metrics for the purpose of recommending, communicating, and overseeing improvement opportunities in conjunction with executive team members at all levels across the organization. Maintain a suite of reports across multiple platforms. Identify and verify positive and negative performance trends, and provide feedback to management. Provide recommendations for continuous improvement based on analysis of data and interactions with CX teams. Qualifications Required Background: Bachelor’s degree with 0 years of relevant experience, Equivalent work experience may be considered in lieu of a degree. Required Skills: Exceptional analytical skills and ability to think critically Strong written and verbal communication skills, with attention to detail Demonstrated ability to handle pressure in a high volume, fast-paced work environment. Ability to comprehend process improvement techniques Positive reputation working within teams Demonstrated dedication to being innovative, accountable, and reliable Must foster an inclusive work environment and value all aspects of diversity Strong problem-solving skills Preferred Skills: Direct experience with CC&B 1-3 years of experience mining data, and developing reports using a variety of reporting software packages with a high aptitude for learning new reporting software packages Skills and experience in advanced Excel formulas, data manipulation, statistical methods, and analytical toolsets Demonstrated success in prior roles (as evidenced through relevant metrics). 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.