Program Analyst

*Job Title: Customer Service Specialist II* *Location: Charlotte, NC 28202 (Hybrid)* *Duration: 12 Months+ (Possible Extension)* *Job Description:* This position is responsible for assisting with the management and operation of \*\*\*\* products, programs and services. This position will accurately manage performance indicators, coordinate program events, present information and complete assigned tasks supporting the successful operation products, programs and services. *Responsibilities:60%:* * Develop, manage and maintain program documentation of performance. * Validate and process invoices. * Lead or assist with managing customer escalations. * Assist with requesting and obtaining permissions and authorizations (systems, buildings credentials). * Work with internal and external stakeholders to coordinate events and activities. * Deliver presentations to various audiences. * Analyze information to prepare a summary of findings that lead to actionable improvement recommendations. * Coordinate training for internal and external stakeholders. * Conduct quality assurance checks and “ride alongs” with field staff to ensure expected results. * Administer contract terms and track compliance. * Listen to call recordings to ensure compliance with customer interaction. * Interface with stakeholders to obtain and report customer satisfaction results. * Provide draft accrual submissions *20%:* * Contribute information & ideas for product/program/service plans designed to deliver expected financial results within budget guidelines. * Develop stakeholder relationships (vendor, market insights, campaign management, Finance, regulatory, Program Performance) that support program plans and performance initiatives. * Recommend improvements or tests which improve customer response rates and lower acquisition costs. * Coordinate and track proper follow up on program leads. * Provide input to product/program/services support teams for operational improvements *20%:* * Understand and monitor issues impacting assigned programs including items like financial challenges, regulatory constraints, code & standard modifications, technology and environmental standards which impact offerings. Formulate recommendations to address negative impacts and deliver a compelling case for the proposed modifications. * Evaluate program outreach/engagement strategies and results to develop future research improvement initiatives.   *ADDITIONAL DETAILS      Additional Preferred Qualifications* * Business operation experience * Demonstrated excellent interpersonal skills including communications skills, presentation skills, conflict resolution and management skills * Excellent leadership skills and good facilitation skills at all levels, both internally and externally. * Experience working in utility regulatory environment * Comprehensive financial and business acumen * Analytics capability/ proven ability to analyze market and financial data and research to develop successful customer and product strategies and plans, e.g., market research, market strategy, competitive intelligence, product management, Project development * Proficient in Microsoft Office software tools including Microsoft Teams, Excel, PowerPoint, Power BI * Proven project management skills. * Demonstrated ability to learn new systems. * Experience successfully working in a team environment to achieve shared goals. * Proficiency in Salesforce, SAP, Maximo and Microsoft Co-Pilot is highly desirable *Working Conditions* * Normal office environment with some travel, including overnight travel and site visits. * Long periods of sitting and extended use of computer and telephone/cell phone or other PDA device. * Some positions may be on call 24/7 as normal work dictates; all positions are on call 24/7 during storm Pay: $20.00 - $22.00 per hour Benefits: * Referral program Work Location: In person