Associate Customer Account Process Analyst

Company: Public Service Company of North Carolina, Incorpor
Location: Gastonia
Posted on: April 16, 2025

Job Description:

Posting End Date:
April 28, 2025

Employee Type:
Regular-Full time

Union/Non:
This is a non-union position

Passionate about coaching and elevating customer service? Join our Quality department as an Associate Customer Account Process Analyst and help shape top-tier 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 Bachelor's 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 decision-making, 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 short-term 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 Inclusion.We 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 law.Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com .
      
      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.
        
        
        To learn more about us, visit www.enbridge.com

Keywords: Public Service Company of North Carolina, Incorpor, Gastonia , Associate Customer Account Process Analyst, Professions , Gastonia, North Carolina