Customer Operations Specialist Associate

South Jersey Industries; Atlantic City, Northern (NJ, KY); Hybrid; USD 50,000 - 80,000; Full time

Benefits offered by this job

Flexible vacation

Health, dental, vision insurance

Disability insurance

401(k) with company match

Employee resource groups

Job summary

South Jersey Industries is seeking a Customer Analytics professional to optimize the customer experience through data-driven insights and dashboards.

You will manage multiple data projects, collaborate with IT and other departments, and deliver timely analyses to support business objectives in New Jersey.

Qualifications

• Bachelor’s degree required or equivalent work experience considered.
• Strong analytical and problem-solving skills with initiative and collaboration.
• Attention to detail, communication and presentation skills; proficiency in advanced Excel and data analysis.

Responsibilities

• Support Customer Experience leadership with detailed reporting across functional areas.
• Consolidate data from multiple sources and develop dashboards and analytics insights.
• Produce daily, weekly, and monthly reports; support regulatory reporting and audits.

Skills

Analytical skills

Problem solving

Initiative

Independence

Attention to detail

Communication

Presentation skills

Excel formulas

Data manipulation

Statistical methods

Analytical toolsets

Education

Bachelor’s degree

Tools

Power BI

Job description

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 support critical efforts to optimize the utility customer experience. This includes using business data and statistical methods to analyze complex business problems. Providing consultative insight into business performance, where needed, and suggesting areas and methods of improving operations to the business. Constructing dashboards, forecasts, recommendations, and strategic / tactical plans based on business data and market knowledge. Implementing and overseeing analytical approaches and methodologies. As a member of the customer analytics team, you will be expected to manage multiple data projects simultaneously, ensuring timely delivery and alignment with business objectives, while coordinating efforts with IT and other departments to ensure seamless data integration and accessibility.

Essential Functions

Provide support to Customer Experience leadership by delivering dynamic, well presented, detailed reporting on a variety of functional areas related to Customer Experience and Operations. Compile, distribute, and analyze daily, weekly, and monthly reports on Customer Experience channel performance. Consolidate data from multiple sources, organizing and structuring in a way to allow for in depth analysis, leveraging automation and integrating into advanced analytics tools (i.e. Power BI) wherever possible. Leverage analysis and understanding of business to provide data driven recommendations, collaborating with functional areas throughout the organization to support your proposals. Process, fulfill and ensure compliance with Elizabethtown Gas and South Jersey Gas Customer Experience Regulatory reporting requirements within defined timelines. In addition, this will include the completion of Rate Case discovery requests, Management Audits inquiries, Board Report submissions and Corporate Risk updates. Provide Workforce Planning support including volume forecasts, resource schedules, and predictive analysis. These tasks may include: schedule bid proposals, overtime assessments, schedule updates, vacation bids, tracking of planned/unplanned absences, trainings and meetings. Manage Contact Center IVR schedule for Open, Close, Holiday and Message status within Contact Center Phone System console. Provide administrator support for Contact Center Phone System such as skill and queue updates, disposition and reason codes, and agent and team profiles. Performs other duties as assigned (i.e. Ad-Hoc data requests, special project).

Qualifications Required

Background: Bachelor’s degree with 0 years of relevant experience, Equivalent work experience may be considered in lieu of degree.

Required Skills: Strong analytical skills and ability to solve problems. High degree of initiative and ability to work independently and collaboratively. Strong attention to detail Strong communication and presentation skills Skills and experience in advanced Excel formulas, data manipulation, statistical methods, and analytical toolsets

Preferred Skills

Proficiency in BI Preferred

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

• 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.

Compensation

Compensation Range: $50,250 - 80,400

We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience.

Company Overview

SJI, an energy infrastructure holding company based in Folsom, NJ, delivers energy services to customers through two primary subsidiaries: SJI Utilities (SJIU) and SJI Energy Enterprises (SJIEE). SJIU houses the company’s regulated natural gas utility operations, delivering safe, reliable and affordable natural gas to more than 700,000 residential, commercial and industrial customers across New Jersey via its South Jersey Gas and Elizabethtown Gas subsidiaries. SJIEE houses the company’s non-utility operations primarily focused on clean energy development and decarbonization via renewable energy production and energy management activities. Visit sjindustries.com for more information about SJI and its subsidiaries.