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

Knowledge, Skills & Abilities

Behavioral Attributes