At Aqua, we know that water is a precious resource one that plays a critical role in sustaining life. That's why we take seriously our mission: protecting and providing Earth's most essential resource. At Aqua, we are guided by a set of principles that embody the character of our company and inspire our work together. They are embedded within our business practices and our behavior. We are proud to be united by integrity, respect and the pursuit of excellence to be the best we can be for the customers and communities we serve.
Together, the women and men of Aqua America serve 1 million customers across eight states. Aqua uses science, technology, capital investments, and amazing talent to provide communities with clean, safe drinking water and responsibly return wastewater to our rivers and streams. Join our team and make a difference!
This position is responsible for extracting, formatting, and analyzing all relevant business metric data connected to all Aqua Customer Operations (ACO) departments, including the Customer Advocacy Center, Billing, Cash, & Collections, and the Call Center to ensure these departments are meeting the established objectives and providing excellent internal and external customer service.
Responsibilities will include:
Analyze trends, patterns, and historical data to develop value added reporting and analytics solutions for ACO.
Provide timely and accurate management reporting and analysis, including the creation and maintenance of regular and ad hoc reporting and the development of improved reporting processes.
Serve as a subject matter expert for all levels of ACO in the creation of ad-hoc or standardized reporting and analytics, including serving as a liaison between the business and IT departments.
Develop, update, and maintain presentations of both regularly scheduled meetings and ad-hoc events for audiences up to and including Executive Senior Leadership Team.
Participate and represent ACO in internal and external special project teams as needed to provide reporting and analytical expertise.
Translate high level requirements into actionable reporting and analysis.
Create fact-based presentations that translates to data to help achieve objectives in line with ACO's strategy.
Develop a practical understanding of all ACO departments and apply a customer centric (both internal and external) focus.
Performs other tasks or duties as assigned.
The successful candidate for this position will possess a Bachelor's Degree and a minimum of two to seven years experience in report creation, preparation, and analytics. In addition, the successful candidate will also have the ability to adapt to a changing environment by learning and applying new skills as needed, work independently with minimal supervision, identify risks and opportunities to supervisor/Management and prioritize competing demands for resources, and manage multiple priorities successfully while meeting deadlines.
Preferred skills include proven self-starter, high initiative track record, excellent communication (verbal and written) skills and presentation skills required to present complex information in a simple and compelling business case, excellent decision-making abilities, and excellent PC skills particularly with Microsoft Excel and PowerPoint. Experience with Workforce Management/Optimization and data dashboarding products a plus.
Reports to Workforce Manager
Aqua America, Inc. is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.
Aqua America, Inc.