Customer Care Analyst

Are you looking for?A company that values, recognizes and rewards employees; and offers a casual yet professional work environment? A small company environment, such as Washington Gas Energy Services, with the stability of a larger company, Washington Gas?A challenging position that involves problem solving while working with complex data?A friendly atmosphere where your customer service skills and opinion count?A work/life balance?  A great location in Herndon, Virginia with free parking?

 

?If so, Washington Gas Energy Services, Inc. (WGES), with our 10+ year history & competitive total compensation package including excellent salary, incentives, benefits package, 4 weeks paid vacation, up to 2 weeks sick leave and a generous tuition assistance program, is the company for you!

 

In this integral position, you will:Provide guidance/assistance to outsource call center in managing all utility relationships with regard to billing, customer enrollments, customer service and LDC contact support.Investigate, analyze and coordinate resolution of customer service issues and questions related to enrollments, renewals and billing. Review daily and weekly data entry reports from the outsource call center. Run reports to confirm electronic contract documents are linked and stored correctly. Work with channel sales to confirm that enrollment verifications and documentation are correct, associated to the correct contract and meet all WGES process control requirements.Coordinate the update process for the WGES web systems including renewal offers/enrollments, pricing changes and new product listings. Test systems to ensure accuracy.Work with the marketing team and Information Systems to set up and test new channel sales programs, including web and systems testing, management of offer codes, and verification of pricing and offer dates.Ensure that all documents, authorizations, change paperwork, etc. are accurate and available for auditor review. Review, audit and manage daily operational vendor enrollment program.Attend the WGES monthly pricing meeting then set up, audit and distribute pricing worksheets. Occasionally travel to our satellite office in Timonium, Maryland and other locations to provide customer support.



We can teach you the energy business if you have:BA/BS degree w/ emphasis in humanities, system processing, business administration or related field. Minimum of 5 years experience in a customer service position w/ increased responsibility.Solid skills in Word and Excel; experience with distributed database systems and Lotus Notes are a plus.Superior written and verbal communication skills, as well as demonstrated quantitative and analytical capabilities.


If you are the right person for this job,

Send a letter matching your qualifications to those listed above with your resume to WGESJOBS@WGES.COM or fax to 703-793-7590. If selected for an interview, please bring 2 writing samples with you. For consideration, include salary history and Job Code CCA MON. 

 

WGES is an equal opportunity employer that values the strength diversity brings to our workplace.  EOE M/F/D/V