Senior Reporting Analyst (On-Site)

Job Description

Job Description

Job Summary:

Responsible for providing quality customer support for Clients and Taxpayers through phones, email, and correspondence, new client implementations and at times, being the main point of contact for existing and new clients/services, processing of payments, data analyzation and detailed reporting, and providing follow-up for Clients and Supervisors. Considered a subject matter expert, analyzes jurisdiction revenue, prepares reports, participates in Client meetings, and assists in the direction of the team. Works as a liaison between business unit, IT and clients for requirements gathering, project implementation, and training.

Duties and Responsibilities:

• Inbound/outbound telephone customer service, handle support emails, refunds, research, resolve, and record problems.
• Assist IT, Project Implementation Team, QA, Client Service Managers and Clients in the development processes for system enhancements, system QA and UAT test plans and tasks, new clients/products, and procedures.
• Work in conjunction with other departments for training, data entry, taxpayer support and communications.
• Review ordinances/acts/legislation to become familiar with requirements, rates, municipal workflows, and representatives of city/county government.
• Prepare and assist in proofing of data and correspondence.
• Format and prepare reports and dashboards.
• Ability to complete tasks with aggressive deadlines, ability to work on multiple projects at one time and with little supervision.
• Will be required to make presentations to upper management, customer and other employees as required.
• Confers with persons originating, handling, processing, or receiving reports to identify problems and gather suggestions for improvements.
• Recommends establishment of new or modified reporting methods and procedures to improve report content and completeness of information.
• Additional responsibilities are assigned as deemed necessary on a weekly/daily basis.

Education and Experience:

• 3-5 years of relevant customer service experience required.
• Minimum 3 years customer service experience prefer individual with at least 1-year project-type experience, minimum 1 year of research-related and administrative experience.
• Must have excellent to intermediate proficiencies in MS Word, Excel, and Outlook.
• Salesforce and Constant Contact experience a plus.
• Must be comfortable with different kinds of online platforms and learning different software as the end-user to document user/client expectations, changes that need to occur and to develop workflow & training documentation.

Knowledge, Skills and Abilities:

• Must be proficient with Microsoft Office including Excel and Word.
• To perform this job successfully, an individual must be able to prioritize work activities.
• Must be able to speak effectively with customers or employees of organization

Work Environment:

The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual workstation, using telephone and computer.

Physical Demands:

• Must be able to remain in a stationary position for most of the day
• Constantly operates a computer and other office productivity machinery, such as a printer/copy machine
• This position needs to occasionally move about inside the office
• The person in this position frequently communicates via telephone

Avenu Summary:

With the backing of four decades of public sector expertise and corporate capability, Avenu has successfully supported government services. Avenu was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Avenu is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Avenu offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Avenu offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.