Associate Customer Account Process Analyst
Associate Customer Account Process Analyst
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1 Vacancy
Job Description
Posting End Date:
April 28 2025Employee Type:
RegularFull timeUnion/Non:
This is a nonunion positionPassionate about coaching and elevating customer service Join our Quality department as an Associate Customer Account Process Analyst and help shape toptier performance in our Contact Center one conversation at a time!
We offer opportunities for growth a competitive benefits and pension plan and generous time off. #joinourteam
What You Will Do:
Learns to evaluate trends in individual and team performance to collaboratively develop effective strategies to influence performance/results.
Focuses on any improvements that model commitment behaviors.
Values the customer and maintains constructive effective and open relationships with key stakeholders to support projects business initiatives and the customer experience.
Identifies opportunities for improvement and makes recommendations to improve internal processes and/or standards.
Through collaboration across the business and stakeholders seeks ways to improve the following: call efficiency call quality and call accuracy while preserving reliability availability safety or the customer experience.
Learns to support and assist on various projects to provide consistency across the business units.
Supports benchmarking efforts and reviews best practices to ensure we are in alignment with industry and customer expectations.
Who You Are:
0 2 years related experience in addition to Bachelors degree or its equivalency
Basic knowledge of company policies and procedures rates and billing
Good verbal and written communication skills and effective interpersonal skills
Developing planning and organizational skills
Strong customer service orientation
Developing ability to effectively coach and mentor team members
Ability to exercise independent judgment and decisionmaking along with knowledge of when to involve others
Developing proficiency in application of business process improvement methodology benchmarking and change management
Basic computer proficiency with CIS Verint Carolina Connections Customer Self Service MYA Microsoft Suite applications and use of internet tools and resources
Working Conditions
Office Work Environment 76 100
Travel Up to 25
Note: This position does not offer relocation assistance.
Physical Requirements (Include but are not limited to):
Grasping kneeling light moderate lifting (objects up to 20 pounds) reaching above shoulder repetitive motion typing sitting standing visual requirement (able to see screens detect color coding read fine print) hearing requirement and the ability to sit at a computer for long periods of time.
Mental Requirements (Both field & office) include but are not limited to:
Ability to: understand remember and apply oral and/or written instructions or other information understand complex problems and collaborate/explore alternative solutions organize thoughts and ideas into understandable terminology organize and prioritize work schedule on a shortterm basis make decisions which have moderate impact on the immediate work unit and monitor impact outside this area understand and follow basic instructions and guidelines complete routine forms compose letters outlines memoranda and basic reports and communicate with individuals via telephone.
At Enbridge we are dedicated to our core value of are proud to bean Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals without regard to age race color national or ethnic origin religion sex sexual orientation gender identity or expression marital status family status veteran status Indigenous status disability or any other reason protected by federal state or local with disabilities can request accessible formats communication supports or other accessibility assistance by contacting .
Information For Applicants:
Applications can be submitted via our online recruiting system only.
We appreciate your interest in working with us; however only those applicants selected for interviews will be contacted.
Final candidates for this position may be required to undergo a security screening including a criminal records check.
Required Experience:
IC
Employment Type
Full-Time
