Southern Company Customer Service Analyst in McDonough, Georgia

Customer Service Analyst

Description

Customer Service Analyst

JOB SUMMARY:

The Customer Service Analyst is responsible for all reporting aspects for the CCC which includes key metrics used in reporting to senior management, and analysis and development of goals, along with ad hoc reporting for a team of over 40 leaders. The Customer Service Analyst is instrumental in the reporting and analysis of the various products and services offered by the consultants. The position will also provide historical trend data and project future staffing needs to develop the annual staffing plan.

JOB REQUIREMENTS:

  • A four-year degree in Management, Engineering, Science or Mathematics is preferred.

  • This position requires a minimum of two (2) years working experience in data analysis, customer service, call center operations and/or project management.

  • Ability to work with and across multiple departments within Georgia Power including Customer Service, Energy Efficiency, Marketing and Sales, and the Customer Care Center.

  • Solid analytical/quantitative abilities and skills; must be able to extract, aggregate, interpret and present data and trends independently.

  • Good interpersonal skills and the ability to work with managers, peers, and vendors.

  • Strong project management skills with the ability to manages projects from beginning to end with minimal assistance.

  • Proficient in oral and written communications with the ability to put together presentations with minimal assistance.

  • Knowledge and efficient usage of DataMart, NICE Workforce Management (WFM), Avaya CMS, NICE Perform and/or Avaya Workforce Optimization (AWFO) preferred.

  • Expert Excel proficiency and knowledge, including advanced formulas and pivot table creation and/or modification.

  • Proficient Word, PowerPoint and SharePoint user.

  • Experience in building and maintaining reports with Power BI is preferred.

  • Participate in the Operation On-Call rotation.

  • Occasional irregular hours when required including storms.

  • Preferred knowledge with MDX calculations, general programming, Visual Basic/Macro building and modification, and database experience.

JOB RESPONSIBILITIES:

  • Maintain and/or update month-end, year-to-date and ad hoc Customer Care Center reporting

  • Participate in analysis for annual goal-setting process.

  • Interface with Scheduling and Critical Response Teams to provide insights and suggestions into optimizing service level attainment, overtime, etc.

  • Partner with the business owners to produce and supports analyses regarding operational business issues, including but not limited to, outage communication, payment arrangements, connects, and disconnects.

  • Support the Technology team with business analysis needs on projects.

  • Independently or collaboratively prepare reports and templates as needed by management.

  • Collaborates with supervisor to produce annual CCC call and staffing forecasts.

  • Facilitate presentations of analytical findings for management use.

BEHAVIORAL ATTRIBUTES:

  • Must demonstrate behaviors consistent with the Southern Style values of unquestionable trust, superior performance and total commitment

  • Strong focus on Safety Excellence

  • Self-directed with strong initiative

  • 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

All candidates are subject to the Georgia Power Company Smoke Free Workplace Policy: You must be free from all tobacco products (including but not limited to cigarettes, cigars, pipes, chew, snuff, patch and/or gum), at least six months prior to applying for this position .

Georgia Power is an investor-owned, tax-paying utility that serves 2.25 million customers in all but four of Georgia's 159 counties. The largest of four electric utilities that make up Southern Company, Georgia Power, has been providing electricity to Georgia for more than a century at rates well below the national average.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com at http://www.southerncompany.com/ .

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.

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Job Field: Customer Service

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-McDonough

Operating Company: Georgia Power Company

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

CCC Henry Co Customer Care Ctr - 2500 Patrick Henry Pkwy. (2500MCDONOUGH)

2500 Patrick Henry Pkwy.

McDonough, 30253

Req ID: GPC2006361