Senior Reporting Analyst (On-Site)

Avenu Holdings LLC•Birmingham, AL

6h•Onsite

About The Position

Responsible for providing quality customer support for Taxpayers and sometimes clients 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.

Requirements

Minimum 3 years customer service experience required 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.
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.
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
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

Nice To Haves

Salesforce and Constant Contact experience a plus.

Responsibilities

Inbound/outbound telephone customer service, handle support emails, refunds, research, resolve, and record problems.
Processing payments within our systems - keying data as well as importing data files.
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.