CUSTOMER ASSISTANCE ANALYST

 JOB DESCRIPTION

The position is responsible for providing tier-one support for Customer Assistance functions within Georgia Power Customer Service, coordination of activities in Billing Services, Credit & Collection, and Energy Assistance. The Customer Assistance Analyst will provide project management, planning, and analytical support to align with organizational goals and objectives. Additionally, the role requires ensuring compliance with policies, procedures, and relevant laws and regulations governing our operations. This role will maintain effective relationships and communication with internal teams and corporate partners. The individual will serve 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 from Tuesday to Thursday. 

 

MAJOR JOB RESPONSIBILITIES 

Ability to understand complex processes to translate and provide education to internal teams. Leads changes to existing call center technology, including customer billing system conversion (CSS)  Provide project management support activities to include, but not limited to Call Center Applications, Credit & Collections tools, Billing Services solutions, Energy Assistance programs, Virtual Call Center, Customer Service Knowledgebase, and information requests. Manage project functions – gather requirements, analyze data, identify solutions, perform pre and post implementation testing, coordinate training and document results. Act in role of subject matter expert in multiple areas of the Customer Assistance and Service. Build strong working relationships with internal and external partners to develop the deep business understanding necessary to draw conclusions and make recommendations. Produce routine and ad hoc reports to meet requests for Customer Service-related data. Communicate system changes to key stakeholders and users, provide training for major change impacts. Identify and implement process efficiencies.

 

Candidates that meet the below qualifications are encouraged to apply:

 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 working experience in data analysis, financial analysis, customer service, call center operations Knowledgeable and fully understanding of project objectives.    Excel proficiency and knowledge including advanced formulas and pivot table creation and modification. Proficiency with office tools Microsoft Office Suite (Word, Excel, PowerPoint)  Working knowledge of PowerBI, and SharePoint is required.  Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently. Good interpersonal skills—ability to work with managers, peers, and vendors. Strong project management skills, manages projects from beginning to end with minimal assistance. Proficient in oral and written communications, ability speak to technical and nontechnical 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, with strategic thinking, and problem resolution  Demonstrates good judgment and personal responsibility.  Ability to work well in a team environment and thrive on contributing to team's success. Good interpersonal skills and the ability to work with managers, peers, and vendors. Proven ability to be a quick learner and manage in a high activity environment with multi-task requirements. Solid analytical/quantitative abilities and skills Ability to extract, aggregate, interpret and present data and trends independently.

 

 BEHAVIORIAL ATTRIBUTES

Must demonstrate behaviors consistent with Our Values - Safety First, Intentional Inclusion, Act with Integrity and Superior Performance in every action. Self-directed with strong initiative Voluntarily takes ownership, develops a solution, and sees the solution 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.