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.

  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 residential and commercial 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 infrastructure company 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 our customers’ and communities’ needs while advancing our commitment to net zero 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 and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. 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: 9651

Job Category: Customer Service

Job Schedule: Full time

Company: Georgia Power