Senior Process Associate

The Research Analyst I will support RUM Submeter department by producing quality reads and delivering on-time to billing. The Research Analyst I is responsible for analyzing sub-metered utility usage alerts and resolving or escalating the issue to final resolution. Reliably support Internal and External Customers by providing clear communication regarding requested research and analysis, billing related issues, and general customer concerns.

• Investigate, resolve or escalate metered utility usage issues and service tickets via SalesForce in priority order.
• Troubleshoot Customer’s meter system hardware and clearly communicate required action items and appropriate expectations with the Customer.
• Troubleshoot meter system software and internal file transfer process to resolve usage exceptions and ensure read file accuracy.
• Proactively work with leadership to help stay ahead of potential API and missing reads issues based on prebill/billing deadlines.
• Communicate to leadership any issues that will prevent timely reads from being ready for billing.
• Manage general inbox to ensure client questions are addressed timely.
• Work with our Customer Service Department to remedy resident concerns surrounding excessive usage concerns including generating daily consumption graphs and calculating credits as needed.
• Act as the point person for the internal billing teams to address questions that arise during the prebill review process.

• Respond to transformation quickly, easily and with a positive attitude exhibiting a willingness to learn new methods, procedures, or systems to achieve established objectives and goals.
• Create an atmosphere of partnership by sharing high-quality knowledge and information clearly and openly with internal and cross departmental peers as needed work to resolves concerns timely and appropriately.
• Demonstrate the ability to use relevant information from a variety of sources to understands and clearly define problems and formulate realistic solutions.
• Strong organization skills, and a high level of detail required
• Robust working knowledge of MS Office (Outlook, Excel, and MS Word)
• Working knowledge of submetering systems, utility billing procedures and meter reading systems - Desired
• Regular office hours are to be maintained. However, it is expected that the candidate work the hours necessary to ensure the departmental tasks are completed according to established deadlines.