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Lead Analyst - Customer Service


Augusta, ME, US Orange, CT, US Binghamton, NY, US



Scope of Work - Main duties, settings, geography, reporting

relationships, other relationships:


Leads work that supports customer service, metering and billing

including OpCos T&D service, energy suppliers, special contracts and

non-electric services.  Accountable for accuracy and timeliness of

billing as well as monthly reporting, the closing of revenue dollars to

corporate records; ensuring the accounting accuracy of reports, bills

and journal entries; account reconciliation and assumes responsibility

for resolving any billing or reporting problems or issues as they arise.

Coordinates the implementation of system changes and assists with the

development of new business processes including major/critical projects.

Strong desire to satisfy the customer. Reports for duty in storm






1.     Completes data collection and analysis to form conclusions that

drive decision-making. Duties include, but are not limited to: (40% P)

a.     Design and implementation of data collection (survey designs,

database structures)

b.     Data manipulation and presentation (statistics, tables, graphs)

c.     Data analysis (statistics, tests for correlation, significance,


d.     Reporting on key performance metrics

2.     Oversee and assist with major/critical projects.  Coordinates the

implementation of system changes and assist with the development of new

processes.  Activities may include but are not limited to: Development

of new processes t, rates testing and implementation, billing design,

special contracts, department and company audits, business and system

interfaces to other work processes.  Identifies and resolves system

problems including major billing problems. (20% P)

3.     Manages vendors for: (15% P)

a.     on-time, on-budget delivery of products and services; and to

b.     monitor and measure all service level agreements.

4.     Coordinates and leads the work activities of teams who support

customer service processes and ensure adherence to operational policies

and procedures. Uses knowledge/skill with data sources, databases and

analysis tools to provide analysis to the organization to driver

performance. (10% S)

5.     Supports the development of strategy and plans to achieve key

corporate objectives. (10% S)

6.     Ensures accounts receivable activity is processed, reconciled and

closed within the preset timeframe.  Resolves any related issues.

Maintains process documentation and ensures effective and consistent

compliance with internal controls. (5% S)

Skills and Requirements

       Bachelors Degree with a minimum of 3 years relevant experience

preferred. Associates Degree with a minimum of 5 years relevant

experience required.

•      Experience with customer service policies, practices, filed rate

tariffs, accounting principles.

•      Advanced knowledge with the use of Microsoft Office Excel,

Access, Power Point.




•      Strong interpersonal, written and verbal skills.

•      Strong decision making, analytical, problem solving and

negotiating skills.

•      Good computer skills including Microsoft Office products and CIS.



AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. Learn more about equal employment by following this link

If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our Human Resources department at 203-499-2777 or

Nearest Major Market: Waterville
Nearest Secondary Market: Augusta Maine

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