Analyst - Service Coordination
LaBella Associates was established in 1978 and is a certified Great Place To Work. We are headquartered in Rochester, NY with offices across New York, Ohio, Pennsylvania, Connecticut, Maine, Virginia, North and South Carolina, Alabama, and Madrid, Spain. LaBella is a multi-disciplined architectural and engineering firm dedicated to client satisfaction through teamwork, respect, and trust. We provide services that take a project from start to finish--from an initial study to determine a project's feasibility to construction administration and start up, and everything in between. Job Overview We are currently hiring a Service Coordination Analyst in LaBella's Program Management Services Division within our client's Workforce Management & Resource Planning office across New York State. The Program Management Services Division at LaBella provides comprehensive management services for complex projects and multi-year capital programs. Project teams are established to provide a customized mix of business consulting, project management, financial control and monitoring, administrative, and technical support services. The Service Coordinator is responsible for monitoring, coordinating and supporting all customer service requests to ensure the delivery of superior customer service and accurate measurement of company goals versus achievements. You will manage the workflow of the new service installations, service upgrades and relocations, and appointment scheduling and work directly with the local Manager of Regional Operations, Line Supervisors and the Integrated Planning and Scheduling group to achieve high levels of customer satisfaction. ResponsibilitiesPerform a wide range of assignments and resolve problems independently without close supervision. Ability to anticipate upcoming responsibilities or needs and use initiative appropriately. Development, implementation, and auditing of all controlled documentation:
drawings, procedures, drawings and other document under revision control. Perform and document basis data analysis functions. Process documents for revision and approval. Monitor the distribution and reconciliation of process or reference documents, administer the Engineering Change Request/Order, and coordinate the preparation and review of change requests. Develop detailed reports and conclusions on a reoccurring to ad hoc basis. Perform other duties as required. Gain knowledge of policies and procedures related to the new service process Act as a liaison between the Customer, Contractors and Electricians and the Service Centers and Customer Contact Center to enhance communication and coordination for required services. Interacts with internal and external customers including, but not limited to, contractors, electricians, customers, etc. regarding all aspects of the new service process, The Service Coordinator is responsible for monitoring the Customer Service Guarantee and Appointment process, to remove barriers and/or roadblocks. Lead role for electric operations for all applicable MPUC disputes and inquiries promptly and professionally. Develop a working relationship with Energy Service Specialist, Customer Service Advisor Meter Department and Line Supervisor to resolve service-related issues. Strive to deliver the level of customer service that our contractors, electricians and all other customers expect and deserve. Participates in emergency storm restoration efforts. Works to enhance the communication of policies and procedures to our contractors Learn SAP WMS Management System Qualifications5-10 years of related experience in a customer service, customer focused construction or technical setting Lesser experience in combination with related Associates or Bachelor's degree will be considered. Effective written communicator Effective verbal communicator Attention to Detail Able to Multi-Task Self-Motivated Ability to process data Ability to present findings and develop recommendations The offer of employment for this position will be conditioned upon a satisfactory criminal background check.
Salary Range:
$80K -- $100K
Minimum Qualification
Program ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
drawings, procedures, drawings and other document under revision control. Perform and document basis data analysis functions. Process documents for revision and approval. Monitor the distribution and reconciliation of process or reference documents, administer the Engineering Change Request/Order, and coordinate the preparation and review of change requests. Develop detailed reports and conclusions on a reoccurring to ad hoc basis. Perform other duties as required. Gain knowledge of policies and procedures related to the new service process Act as a liaison between the Customer, Contractors and Electricians and the Service Centers and Customer Contact Center to enhance communication and coordination for required services. Interacts with internal and external customers including, but not limited to, contractors, electricians, customers, etc. regarding all aspects of the new service process, The Service Coordinator is responsible for monitoring the Customer Service Guarantee and Appointment process, to remove barriers and/or roadblocks. Lead role for electric operations for all applicable MPUC disputes and inquiries promptly and professionally. Develop a working relationship with Energy Service Specialist, Customer Service Advisor Meter Department and Line Supervisor to resolve service-related issues. Strive to deliver the level of customer service that our contractors, electricians and all other customers expect and deserve. Participates in emergency storm restoration efforts. Works to enhance the communication of policies and procedures to our contractors Learn SAP WMS Management System Qualifications5-10 years of related experience in a customer service, customer focused construction or technical setting Lesser experience in combination with related Associates or Bachelor's degree will be considered. Effective written communicator Effective verbal communicator Attention to Detail Able to Multi-Task Self-Motivated Ability to process data Ability to present findings and develop recommendations The offer of employment for this position will be conditioned upon a satisfactory criminal background check.
Salary Range:
$80K -- $100K
Minimum Qualification
Program ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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