Job Description

The Research Analyst III is vital to the success of obtaining utility consumption data in a format that can be loaded into our meter reading platforms so that our resident billing teams can effectively use actual consumption data to effectively bill residents on our clients' behalf to recover their utility expense(s). This team is called Meter Data.

This position is responsible for analyzing sub-metered data collector connectivity and communicating troubleshooting directly to the client and informing/escalating internally as needed. Reliably support internal and external customers by providing clear communication regarding analysis of the current situation and potential billing related issues, and general customer concerns. Further, this role will serve as the highest escalation point for the team

Responsibilities

• Serve as second contact for leadership (Team Leader or Manager) to escalate difficult/more involved tasks to complete timely.
• Investigate, resolve, or escalate metered utility usage work items and service tickets in priority order.
• Handle any “special handling” sub-meter reads that require extra communication either internally or externally.
• Troubleshoot meter system software and internal file transfer process to resolve usage exceptions and ensure read file accuracy.
• Make recommendations on process improvements that will aid the department in meeting its goals and objectives.
• Anticipate Customer’s utility bill concerns and use as a basis for decision making when connectivity or software issues arise and set appropriate expectations for resolution.
• Compile daily, weekly, and monthly reports.
• Additional research tasks as assigned by managers.

Qualifications

• Basic knowledge of sub-metered utility billing experience preferred.
• Moderate to strong understanding of submetering hardware and software systems preferred
• Strong organization skills, and a high level of detail required
• Robust working knowledge of MS Office (Outlook, Excel, and MS Word)

KNOWLEDGE/SKILLS/ABILITIES

Required:

• Ability to efficiently communicate highly technical topics or solutions to a non-technical audience
• Demonstrate the ability to use relevant information from a variety of sources to understand and clearly define problems, uncover business or technical issues, formulate realistic solutions, and facilitate their resolution.
• 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.

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. May be required to lift or move 10+ pounds.