Excellence Analyst I

Chesapeake Utilities Corporation

Position: Excellence Analyst I

Location: Hybrid remote residing in service area states of DE, MD, PA, OH, VA, FL, GA, NC or OH

What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success:

This role monitors, observes, analyzes, and evaluates customer and employee interactions to ensure they meet established standards, efficiency and effectiveness. This includes all aspects of the voice of the customer program, transactional and relations surveys, and the call quality monitoring program. It also includes developing, distributing consistent and relevant messaging that inform and enhance the overall customer experience such as letters, email blasts, website, and internal communications. In addition, this role researches and responds to executive customer escalations and regulated/non-regulated customer complaints and inquiries filed with the Public Service Commission, Better Business Bureau, Department of Agriculture, and similar agencies ensuring company adherence to commission/utility rules, Company tariffs, policies, procedures, and processes.

What you'll be working on:

• Collects customer feedback from various customer feedback channels, including surveys, social media, customer reviews, direct feedback, direct customer interactions, and escalations.
• Conducts root-cause analysis on customer data to identify trends, patterns and areas for improvement.
• Transforms raw data into actionable insights that serve as a compass guiding the organization toward customer satisfaction. Compiles, monitors, and communicates performance trends and summary analysis to key stakeholders.
• Designs and delivers relationship and transactional surveys, via various methods, website, email, IVR, to internal and external customers.
• Creates Quality Communications for Customer Care Operations and customer-facing communications (such as letters, notices, robo-dials, email blasts).
• Listens to calls through recordings, remote monitoring, and side-by side observations, evaluates calls against established customer interaction guidelines and objectives.
• Researches customer escalations and submits responses to the Public Service Commission (PSC), Better Business Bureau (BBB), Department of Agriculture (DOA), and executive-level internal customer escalations.
• Collaborates with the product development team to improve customer-facing technology usability, navigation, and overall user experience.
• Conducts billing quality checks at an individual level on the billing and collections teams.
• Reviews and responds to social media customer messages and Google Business Reviews

Who you are:

• High School Diploma required, Preferred: Associate degree in a business-related/analytical field, Communications, Marketing, Operations Management or Statistics
• Three (3) years of call center experience
• Preferred- One year of Utility or regulated Industry experience
• Preferred: One year of Voice of Customer Analysis, Quality Monitoring Experience.
• Must have a valid driver's license
• Preferred: CX Certification and/or Quality Assurance Certification
• Preferred: SAP knowledge
• Preferred: Five9 and Qualtrics or Voice of Customer technology knowledge
• Proficient in PC skills (Microsoft Suite, Excel, TEAMS)
• Strong communication, writing, and presentation skills
• Attention to details, Problem-Solving, Time Management, Adaptability
• Organizational, Strategic Thinking
• Ability to multi-task in a fast-paced environment
• Ability to work non-standard hours, and on-call responsibility, travel as needed

Benefits/what's in it for you?

• Flexible work arrangement
• Competitive base salary
• Fantastic opportunities for career growth
• Cooperative, supportive and empowered team atmosphere
• Annual bonus and salary increase opportunities
• Monthly recognition events
• Endless wellness initiatives and community events
• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
• Paid time off, holidays and a separate bank of sick time!

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email careers@chpk.com.