Customer Affairs Program Analyst

12 months contract with possible extension

Note: Ability to travel locally and statewide in MO and KS to meet job expectations

Position Summary: This position plays a critical role in ensuring positive and productive relationships with the state commissions, assistance agencies and community organization leaders. The Customer Affairs Program Analyst helps drive the positive customer experience through outward-facing community and customer engagement and through the relentless pursuit of customer-focused solutions. The Analyst is responsible for program management of several customer-impacting programs which include but are not limited to: Critical Needs Program and Rehousing Program. Management of these programs require timely and accurate execution in reporting, tracking, promotion and communication to ensure successful messaging and outcomes with each program.

Duties and Responsibilities: (major "buckets" listed with average percentage of time spent on each "bucket" over the course of a year)

Responsibility 1 - Manage multiple department programs competently and accurately: Critical Needs Program and Rehousing Program

• Approximately 50% of time spent on average over a one year period
• Oversee and manage the daily workflow of multiple programs, which include tracking and processing paperwork and applications associated with the programs, including CCB updates, customer communication, initiating field activity, records management, and reporting (55%)
• Help develop messaging and drive education and participation in the programs from both an external and internal strategic approach (25%)
• Provide reporting and track activities of programs on monthly, quarterly and annual basis (20%)

Responsibility 2 - Enhance the customer experience through targeted outreach and education to low-income and elderly customers

• Approximately 50% of time spent on average over a one year period
• Interface with customers with a direct outreach approach to provide options and information about programs and services that will assist with the payment of energy bills. This includes face to face assistance at the KC Connect location. (40%)
• Work with Customer Affairs Advisors maintaining activity records, scheduling and collateral materials (30%)
• Work with cross-functional teams to identify and implement opportunities to maximize reach to customers (30%)

Skills, Knowledge and Abilities

• Exceptional interpersonal and customer relations skills
• Demonstrates good judgment; achieves successful outcomes
• Solid communication skills - verbal and written; articulate and persuasive communication style
• Professional and approachable demeanor
• Confident and effective with public speaking
• Working knowledge of Microsoft Office Suite; CCB a plus
• Willingness and ability to work extended and non-traditional hours
• Flexibility to travel locally and statewide in MO and KS to meet job requirements

Education and Experience Requirements

• Bachelor's degree preferred, concentration in communication or business is desired
• Minimum 2 years of experience working with external stakeholders, preferably in Customer Services, Operations, or Public Affairs
• Demonstrated experience in customer interaction with an aptitude for problem-solving and effective communication
• Proven ability to build and retain positive working relationships with stakeholder groups
• Must be flexible and adaptable with assignments, priorities, work hours/shifts and obligations, including a willingness and ability to work extended and non-traditional hours as needed
• Ability to travel locally and statewide in MO and KS to meet job expectations