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Customer Relations Data Analyst

Date: Aug 2, 2022

Location: Honolulu, Hawaii (HI), US, 96840

Company: hawaiianel

We recognize our competitive advantage -- our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.

 

Our employees are committed to the company's foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.

 

Posting End Date: 08/15/2022 at 11:59PM HST

 

BRIEF POSTING DESCRIPTION:

The P CC CUSTOMER RELATIONS ADMIN Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 1 Management vacancy available. (Role: Professional)

 

JOB FUNCTION:

Responsible for analytical and professional support to meet quality improvement, cost savings and business objectives of the Customer Relations division. Researches and assesses needs and gathers data to develop, coordinate, recommend, and implement approved solutions. Develops, analyzes, and maintains key reports to meet regulatory and financial objectives and requirements. Responsible for compilation, assessment, and evaluation of data from disparate systems coming in different data formats, used to improve efficiency, procedures, or performance of the division.

 

ESSENTIAL FUNCTIONS:

  • Data Analysis: Works with department leaders to outline specific data needs for customer relations. Analyzes, reviews, forecasts, and identifies trends with complex data sets. Performs ad hoc analyses, including prospective modeling and retrospective trending. Able to develop data plans, data requests, data acquisition, data cleansing, and perform analytics. Acquires data from primary or secondary data sources. Develops and designs dashboards, reports, and tools to translate analytics into deliverables that can be used by stakeholders that are supported by the customer relations process area. Formulates and performs sophisticated quantitative and qualitative analysis and other mathematical/statistical modeling to analyze customer relations data sets. Collects, transforms, and normalizes large data sets from Integrated Voice Response ("IVR"), Systems Applications and Products ("SAP"), and other sources and imports the data to databases.

            Data Studies and Operational Projections

  • Performs financial, statistical, and operational studies using analytical skills and knowledge of data analysis tools and methodologies and forms conclusions and recommendations based upon these studies. Reports monthly, quarterly, and annual projections and business results to customer relations director.

            Reporting and Metrics

  • Assists management in preparing reports, charts and presentations. Prepares special documents, reports and related materials for staff and executive management meetings as needed. Calculates various performance metrics for customer care, small and business customers, and key accounts using industry standards and best practices to support customer relations in planning to ensure Performance Incentive Mechanism ("PIM") targets are met. Leads in preparation of Public Utilities Commission ("PUC") filings and reports, studies and economic and technical analyses. Assists in responding to Consumer Advocate/PUC inquiries and prepares responses to information requests.

             Projects and Process Improvement

  • Serves on committees and task forces as required. Uses LEAN Six Sigma continuous improvement best practices to enhance and achieve high performance in safety and process waste elimination.
  • Participates in Company emergency response activities as assigned, including any activities required to prepare for such emergency response.
  • Other duties as assigned.

 

BASIC QUALIFICATIONS:

Knowledge Requirements

  • Bachelor's degree in Computer Science, Mathematics, Statistics, Physics, or Economics preferred, or equivalent experience.
  • Expert knowledge of the utilization and manipulation of business intelligence through various tools such Excel Power and/or Tableau, etc.
  • Strong understanding of database design techniques, and knowledge of data migration and integration.
  • Extensive working knowledge of personal computers and/or mainframe systems and related software applications such as spreadsheets, word processing, database managers, and presentation and graphic software, etc.
  • Knowledge of call center and commercial accounts systems usually acquired by experience in customer service or related fields.
  • Advanced knowledge in Microsoft Office, specifically Microsoft Excel, Access and Power Point. Familiarity with Python and SQL preferred.
  • Thorough knowledge of business management principles and practice normally acquired through college level courses or equivalent experience.
  • Knowledge of SAP preferred, and/or other customer information business systems preferred.
  • Knowledge of project management principles.
  • Working knowledge in programming or scripting languages such as Power BI, Python and/or SQL.
  • Working knowledge of statistical and modeling techniques such as classification, regression, clustering, etc.

 

Skills Requirements

  • Strong data modeling and analytical skills to research, compile, and analyze data and reports from numerous sources.
  • Technologically savvy to be able to handle multiple programs, such as our standard SAP, IVR, Salesforce, and additional software such as SharePoint/InfoPath
  • Excellent written, oral, and listening communication skills including report writing and technical writing and presentation skills.
  • Ability to remain flexible in a demanding work environment and adapt to rapidly changing priorities.
  • Ability to conceptualize new ideas quickly.
  • Analytical, computational, organizational, and conceptual skills to handle various projects and programs.
  • Demonstrates workforce excellence skills related to collaboration, mentoring, learning, sharing, problem solving and delivering results; superior in-depth analytical, conceptual, and technical skills to handle various complex projects and programs; ability to independently plan, direct and perform work for self and others.

 

Experience Requirements

  • Several (5-7) years of data analytics experience in predictive and prescriptive modeling and analysis.
  • Few (3-5) years customer service experience.

 

Role: Professional 

Number of Vacancies: 1 

Work Schedule: Monday - Friday

Work Hours: 7:30 am - 4:00 pm

Location: Oahu, Maui, or Hawaii Island

Hiring Range: The hiring range for the Customer Relations Data Analyst [Req ID 7186] position is 67,000.00 to 83,700.00. The person selected will be placed according to his/her skills and qualifications. 

 

About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of the state's 1.4 million residents. The company is also one of the state's leading employers and a major contributor and supporter of community and educational programs.

 

The demand for power that has fueled the growth of the Hawaiian Islands has been met by Hawaiian Electric Companies for well over a century. And as the next millennium unfolds, the company is committed to providing quality service and seeking clean local energy sources to power generations of Hawaii families and businesses to come. Visit us at http://hawaiianelectric.com.

 

Interested individuals should apply online. The application must clearly indicate the demonstrated experience/knowledge/skills/abilities the candidate possesses which specifically qualifies him/her for the position.

 

Should there be no candidates with this experience, the company may consider applicants without such experience who meet the knowledge/skill requirements. If such a candidate is hired, he or she will initially be placed on a development plan commensurate with his/her education and experience level.

 

Applicant Certification
By submitting an application for the position, candidates:
1. Authorize the Hawaiian Electric Companies to confirm all statements contained in the application and/or any materials submitted and made a part of the application as they relate to the position and to the extent permitted by law;
2. Authorize and consent to, without reservation, the Hawaiian Electric Companies sharing any and all information regarding previous or present employment, educational training or personal information from their records and from any other source with the hiring department or subsidiary company;
3. Release, discharge, and hold harmless, Hawaiian Electric Companies, from any and all liability for any damage which may be claimed as a result of furnishing such information to the hiring department or subsidiary company;
4. Authorizes release and transfer of all personnel records to be maintained by the hiring company in the event of an inter-company transfer; and
5. Authorize, direct, and consent to Hawaiian Electric Companies and/or its authorized agents to conduct investigations into candidates' background. These investigations may include, but are not limited to searches for information about applicants; record of criminal convictions to the extent permitted by law, education records, professional certifications, personal character references, and employment history.

 

EEO Statement
Hawaiian Electric Companies is an equal employment opportunity/affirmative action employer. We actively seek diversity among our employees. We do not discriminate on the basis of age, race, color, religion, sex/gender (including gender identity/expression), ancestry/national origin, disability, marital status, arrest and court record, sexual orientation, pregnancy, veteran status, genetic information, domestic or sexual violence victim status, or other protected categories in accordance with state and federal laws. We further encourage individuals with disabilities, minorities, veterans and women to apply.

 

Hawaiian Electric Companies complies with Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at (808) 543-4848.

 

Affiliate Disclaimer
Hawaiian Electric Company, Inc., Maui Electric Company, and Hawaii Electric Light (“Company”) are Hawaii Public Utilities Commission (“PUC”) regulated companies. The disclosure relating to Affiliate Transaction Requirements that follows is made pursuant to the PUC’s Decision and Order No. 35962, issued on December 19, 2018, and subsequently modified by Order No. 36112, issued on January 24, 2019 in Docket No. 2018-0065.

By submitting your application, you understand and acknowledge that, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate, said Affiliate will be required to make a one-time payment to the Company in an amount up to twenty-five percent (25%) of your base annual compensation.  

In addition, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate or an Affiliate-Related Entity, for a period of one year, you cannot appear in negotiations or otherwise interact directly with the Company or work on the same matter that you worked on while with the Company. 

Affiliate is defined as “any person or entity that possesses an ‘affiliate interest’ in a utility as defined by section 269-19.5, Hawaii Revised Statutes (“HRS”), including a utility’s parent holding company, except as otherwise provided by HRS section 269-19.5(h).”

Affiliate-Related Entity is defined as “a third party that provides electricity-related services in a regulated utility’s service territory that has a material financial, operational, or ownership interest with an unregulated affiliate of the utility and of whom the utility has reasonable knowledge.” 

For a current list of all Affiliates and Affiliate-Related Entities, please see:

https://www.hawaiianelectric.com/about-us/key-performance-metrics/financial/affiliate-transactions

This list may be amended, updated or revised from time to time without notice.  


Nearest Major Market: Honolulu
Nearest Secondary Market: Hawaii