Customer Assistance Analyst Job Description
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.
Georgia Power is the largest electric subsidiary of Southern Company (NYSE: SO), America's premier energy company. Value, Reliability, Customer Service and Stewardship are the cornerstones of the Company's promise to 2.6 million customers in all but four of Georgia's 159 counties. Committed to delivering clean, safe, reliable, and affordable energy at rates below the national average, Georgia Power maintains a diverse, innovative generation mix that includes nuclear, coal and natural gas, as well as renewables such as solar, hydroelectric and wind. Georgia Power focuses on delivering world-class service to its customers every day and the Company is recognized by J.D. Power and Associates as an industry leader in customer satisfaction. For more information, visit www.GeogiaPower.com and connect with the Company on Facebook (Facebook.com/GeorgiaPower), Twitter (Twitter.com/GeorgiaPower) and Instagram (Instagram.com/ga_power).
Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 15390
Job Category: Customer Service
Job Schedule: Full time
Company: Georgia Power
