Analyst I, II, Or Sr., Customer Service

Customer Assistance Analyst

The Customer Assistance Analyst supports Georgia Power Customer Assistance functions by coordinating activities in Billing Services, Credit & Collection, and Energy Assistance. This role provides planning and analytical support to align with organizational goals and objectives, ensuring compliance with policies, procedures, and relevant laws and regulations. The analyst maintains effective relationships and communication with internal teams and corporate partners, serving as a subject matter expert, financial liaison, and leader.

This position requires participation in the Customer Care Operations on-call rotation. It is a hybrid role, with the expectation to be onsite at the Customer Care facility four (4) days per week.

Major Job Responsibilities

• Comprehend complex processes and communicate information effectively to internal teams.
• Support changes to call center technology, including customer billing system conversion (CSS).
• Provide project support for Call Center Applications, Credit & Collections tools, Billing Services solutions, Energy Assistance programs, Customer Service Knowledgebase, and information requests.
• Gather requirements, analyze data, identify solutions, perform pre- and post-implementation testing, coordinate training, and document results.
• Serve as a subject matter expert in multiple areas of Customer Assistance and Service.
• Build strong working relationships with internal and external partners to develop business understanding, draw conclusions, and make recommendations.
• Produce routine and ad hoc reports to fulfill Customer Service-related data requests.
• Communicate system changes to stakeholders and users; provide training for major change impacts.
• Identify and implement process efficiencies.

Education and Job Experience Requirements

• Bachelor's degree in Business, Computer Science, Data Science, Finance, or a related field preferred.
• Minimum of five (5) years' experience in data analysis, financial analysis, customer service, or call center operations.
• Thorough understanding of project objectives.
• Advanced proficiency in Excel, including formulas and pivot tables.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
• Working knowledge of Power BI and dashboards required.
• Strong analytical and quantitative skills; able to analyze data and trends independently.
• Good interpersonal skills; able to work with managers, peers, and vendors.
• Proficient in oral and written communication; able to address both technical and non-technical audiences.

Knowledge, Skills & Abilities

• Knowledge of Call Center Applications, CSS, self-service customer interfaces, and familiarity with financial, accounting, and reporting functions.
• Self-directed with strong initiative, strategic thinking, and problem-solving skills.
• Demonstrates good judgment and personal responsibility.
• Ability to work well in a team environment and contribute to team success.
• Quick learner; able to manage a high-activity environment with multiple tasks.
• Ability to extract, aggregate, interpret, and present data and trends independently.

Behavioral Attributes

• Demonstrates behaviors consistent with Our Values: Safety First, Intentional Inclusion, Act with Integrity, and Superior Performance.
• Self-directed with strong initiative.
• Takes ownership, develops solutions, and sees them through to completion.
• Demonstrates good judgment and personal responsibility in all aspects of performance.
• Recognized as a student of the business.
• Consistently sets and maintains high performance standards.
• Builds teamwork and trust.
• Seeks continual growth and development.