Alabama Power Company · 2 months ago
Analyst I, II, or Sr., Customer Service
McDonough, GA, United States
Full-time
Hybrid
Mid, Senior Level
5+ years expAlabama Power Company is seeking a Customer Assistance Analyst to support their Customer Assistance functions. This role involves coordinating activities in Billing Services, Credit & Collection, and Energy Assistance, while ensuring compliance with policies and maintaining effective relationships with internal teams and corporate partners.
Electrical DistributionEnergyLogisticsRetail
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
Qualification
Required
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 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
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
Company
Alabama Power Company
Alabama Power provides the valuable combination of It is a sub-organization of Southern Company.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Jeff Peoples
Chairman, President and Chief Executive Officer
Moses Feagin
Executive Vice President, CFO and Treasurer
Recent News
Morningstar.com
2025-11-04
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