Management Analyst - Escalations Team

The City of Richmond's Department of Public Utilities is seeking to fill multiple Management Analyst roles within their Escalations Team for the Customer Service Division (CSD). The Management Analyst is responsible for researching, resolving, and responding to routine, complex and escalated customer issues, gas and water utility disputes, and concerns in writing. The position thoroughly analyzes customer accounts and works with teams across the Customer Service Division to resolve issues or determine best resolution. 

• Administer the dispute resolution process.
• Provide excellent customer service by responding in writing timely, accurately, and professionally to customer inquiries.
• Prepare correspondence for executive and senior level signatures.
• Communicate with customers using clear, concise, professional, and easy to understand language.
• Research and draft responses for escalated complaints including those sent to executives within the organization.
• Comply with policies, processes, procedures, regulations, and performance standards.
• Provide data for reports and presentations such as open and closed cases, aged cases not resolved within established timeframe, case resolution, and audit status/resolution.
• Participate in meetings and training.
• Assist Research and Communications Associates when needed.
• Participate in process development and improvement initiatives.
• Contribute to or complete projects as assigned.
• Prepare ad hoc reports as needed.
• Perform or support other related assigned job duties

MINIMUM TRAINING AND EXPERIENCE:

• Bachelor's degree in business/public administration or field related to assignment
• Two years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• Bachelor’s degree with concentration in English, Communications, Business, Public Relations, or related field or Associate’s degree/High School diploma and equivalent experience.
• At least 2 consecutive years of customer service or account billing experience.
• At least 3 consecutive years business writing experience with 2 years of handling complex or escalated situations.
• Experience interacting with and writing for executive/senior level staff or public officials.
• Experience handling complex account adjustments.
• Highly proficient in dispute resolution.
• Bilingual in Spanish; speaking, reading, and writing.
• Knowledgeable of Virginia Code and the Code of Ordinances for the City of Richmond

LICENSING, CERTIFICATIONS, and/or OTHER SPECIAL REQUIREMENTS:

• None required

KNOWLEDGE, SKILLS, AND ABILITIES:
TYPICAL KNOWLEDGE, SKILLS, AND ABILITIES: These are a representative sample; position assignments may vary.

• Excellent verbal and written communication skills with the ability to breakdown/communicate complex issues using easy to understand language.
• Qualitative and quantitative research skills.
• Analytical, critical thinking, and problem-solving skills.
• Attention to detail.
• Proficient in using Microsoft applications such as Word, Excel, PowerPoint, Outlook, and Teams.
• Ability to prioritize and manage time effectively.
• Ability to deal tactfully and courteously with others; verbally, in writing, and in person.
• Collaborates and engages others to obtain optimal outcomes.
• Exercises discretion and confidentiality.
• Ability to learn and apply regulations, standard procedures, and policies.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts, electrical currents, vibrations, etc.; atmospheric conditions such as fumes, odors, dusts, gases, and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people, imminent danger, and a threatening environment. 

Physical Requirements and Working Environment: Due to the nature of work assignments, incumbents must be able to perform detailed work on multiple, concurrent tasks, with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly talk, hear, see, and perform repetitive motions; frequently reach and finger; and occasionally climb, balance, stoop, kneel, crouch, crawl, reach, stand, push, pull, lift, walk, grasp, and feel. The working conditions may not include environmental hazards. In terms of the physical strength to perform the essential duties, this classification is considered to be sedentary, exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to move objects.

Salary : $54,503 - $102,298