Scram Systems Denver , CO 80208
Alcohol Monitoring Systems, Inc., manufactures a platform of alcohol monitoring products, including SCRAMx, or Secure Continuous Remote Alcohol Monitor that automatically tests for alcohol consumption every hour, 24 hours a day, 7 days a week and can be combined with Home Arrest. This breakthrough in electronic monitoring technology has revolutionized the supervision of alcohol offenders.
Alcohol Monitoring Systems, Inc. is looking for a SCRAMNet Data Analyst to provide customer support for all of our products and services, including analysis of SCRAM data.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
Review and calculate all incoming alerts for customers to determine if established criteria are met.
Send all qualified alerts to the Peer Review team.
Address all reviewed alert dispositions and add to the customers Daily Action Plan within the established time frame.
Review the "Workload Page" and follow-up on all unresolved/previously worked alerts
Generate the Daily Action Plans for external customers for client events by the departmental established time frame.
Regenerate the Daily Action Plans (DAP's) for external customers after post-delivery confirmations by review board.
Create a case in Sales Force for all customer interactions, including all inbound calls and emails.
Support new customers in set up of SCRAMNet for agencies, courts and judges.
Be familiar with the "30-60-90" day Program Checklist.
Need to be familiar with ALL 3 phases and their associated tasks
Assist customers in preparing "Non-Compliance Reports" and court reports for confirmed events resulting in formal court hearings.
Answer first tier calls for all AM, EM or GPS general inquiries.
Address cases that are received by phone, e-mail, or web within the same business day.
Perform Client Verification (CVC) calls on EM clients (outbound only) within the established time frame.
Other duties as assigned.
Deliver DAP's to all external customers by the specified deadline.
Answer all inbound phone calls. Return customer calls within same business day.
Perform outbound CVC/Alert Escalations calls within the established metric
Meet specified call to case metric
Answer all inbound web and email cases in the general queue within the same business day
Experience and Skills:
Bachelor's degree preferred
High School Diploma or equivalent required
Level 1 Certification required upon employment
Previous experience in a technical role involving analyzing data for trending and reporting
Previous Customer Service background preferred
Skills / Abilities:
Strong analytical skills
Strong attention to detail
Ability to multi-task
Strong written and verbal communication skills to convey technical concepts
Possess strong interpersonal and customer interaction skills
Works well in a cross functional team environment
AFFIRMATIVE ACTION EQUAL OPPORTUNITY EMPLOYER