Southern Company · 10 hours ago
Senior Customer Care Analyst
Atlanta, GA, United States
Full-time
Onsite
Senior Level
5+ years expSouthern Company is a leading energy provider serving 9 million customers across the Southeast and beyond. The Senior Customer Care Analyst delivers strategic and operational support for the Retail Energy segment, overseeing vendor operations across multiple call center locations to drive service excellence and operational efficiency.
EnergyNatural ResourcesNuclear
Responsibilities
Coordinate communication and collaboration between Southstar and call centers to ensure vendor performance aligns with business goals and objectives
Ensure operational compliance with federal, state, and local regulations, as well as company policies, service level agreements and Terms and Conditions of Service
Maintain strong regulatory relationships and deliver on call center key performance indicators
Partner with the marketing and call center teams to support and execute pricing campaigns that enhance sales performance within the call center
Collaborate with training through weekly call monitoring calibrations to identify common call trends and process gaps, including adherence to procedures and scripts, and implement targeted process improvements
Collaborate with Call Centers, System Operations, Regulatory, and Marketing teams to identify opportunities and implement process improvements that enhance customer experience
Conduct in-depth analysis of customer pain points and present actionable insights and recommendations to the Department Manager
Support daily call center operations through proactive planning based on call trend analysis to improve customer experience, sales effectiveness, and retention outcomes
Provide timely and accurate reporting of system or application issues to minimize service disruptions and prevent negative customer impacts
Partner with the Consumer Relations team to resolve complex customer issues and ensure effective implementation of coaching and process improvements within the call center
Conduct weekly visits to call center sites to provide vendor support and participate in training sessions, ensuring proper use of billing systems and applications, adherence to established processes and policies, and foster strong operational relationships
Participate in the monthly call center Circle of Excellence Rewards and Recognition Program to celebrate top performers, boost customer service representative morale, and demonstrate SouthStar’s commitment to its vendor partners
Provide content for the monthly call center newsletter featuring new offerings, process reminders, and customer acknowledgments for exceptional service
Foster a culture of collaboration, learning, and accountability
Support strategies to improve customer experience, first-call resolution, and operational efficiency
Drive continuous improvement initiatives focused on customer satisfaction and performance optimization
Develop and implement effective customer resolution strategies to address concerns raised by customers or operations, including creating training materials, job aids, and scripting as needed
Report on the impact of marketing campaigns, new projects, and service changes to the Department Manager and other relevant business areas to support the maintenance and improvement of SSE’s customer experience (CX) scores
Assist the Department Manager with various call center initiatives aimed at enhancing J.D. Power rankings and overall customer satisfaction performance
Qualification
Required
Bachelor's degree or equivalent experience
5+ years of progressive customer center or operations support experience
Proven success in delivering measurable results
In-depth knowledge of call center operations, management practices, and performance optimization
Proven ability to build and maintain strong vendor and business relationships
Demonstrates excellence in delivering outstanding customer service
Skilled in trend analysis and root cause identification to develop effective solutions
Proficient in Microsoft Office and AI applications with strong computer literacy
Exceptional verbal and written communication skills
Ability to communicate professionally and positively with customers, colleagues, and vendors
Strong organizational, analytical, and problem-solving skills
Experienced in developing, implementing, tracking, and reporting operational metrics
Committed to continuous professional growth through industry research and benchmarking best practices
Preferred
Background in retail energy operations
In-depth knowledge of operations within deregulated natural gas markets
Expertise in directing and maintaining effective outsourced call center relationships
Benefits
Competitive base salary
Annual incentive awards for eligible employees
Health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being
Incentive program
Company
Southern Company
Southern Company headquartered in Birmingham, Alabama, is the shared services division of Southern Company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$6.16BKey Investors
GRIP Program
2025-10-03Post Ipo Equity· $1.75B
2025-05-20Post Ipo Debt· $1.45B
2024-10-21Grant· $160M
Leadership Team
Thomas Fanning
President and CEO
David Poroch
Chief Financial Officer
Recent News
2026-01-22
Idaho Business Review
2025-12-26
Company data provided by crunchbase