Customer Support Analyst

Southern California Edison; California, Northern (MO, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Job summary

Southern California Edison is seeking a Customer Support Analyst to support eligible customers with past-due balances, enrollment monitoring, and program compliance. You’ll analyze accounts, resolve processing exceptions, and coordinate with internal partners to strengthen operational controls and customer experience.

The role emphasizes data-driven problem solving, precise communication, and adherence to regulatory requirements.

Qualifications

• 1+ year experience researching, analyzing and interpreting complex customer data.
• Advanced Excel skills including XLOOKUP, conditional formatting, data validation and pivots.
• Experience supporting AMP, utility billing, credit/collections, or customer assistance programs.
• Experience retrieving, validating and analyzing data using BoBj Reporting or similar tools.
• Strong analytical and problem-solving skills to identify trends, discrepancies and root causes.
• Ability to improve customer experience through clear communication and proactive issue resolution.
• Experience in a compliance-driven environment with attention to detail and procedures.
• Experience supporting or influencing implementation of operational objectives and cross-functional projects.

Responsibilities

• Communicates on standard matters with other corporate personnel and/or external customers, responding to customer correspondence in various channels excluding incoming phone calls.
• Compiles lists of orders that may involve billing program or service issues; reviews and corrects business process exceptions, error listings and other reports.
• Confirms, analyzes, summarizes, and transcribes information and data from various sources. Prepares and maintains digital and/or paper files, reports, system records and databases.
• Receives inbound calls and responds to customer requests, inquiries, complex billing, complaints or high bills.
• Provides price & availability, formal quotations and other pre and post order support functions. Performs backup coverage within specific team and across other teams of similar function. Proactively follows up on order backlog to ensure order details are current.
• Facilitates the review of customer issues contributing to the regular analysis of top issues and launch projects.
• Processes written customer correspondence and provides the appropriate level of follow-up in a timely manner.
• A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.

Skills

Data analysis

Excel advanced

Customer accounts research

Issue resolution

Cross-functional collaboration

Compliance awareness

Process operation knowledge

Data reporting

Root cause analysis

Customer focus

Education

Tools

BoBj Reporting

Job description

~ This is a full-time project regular positon for an estimated duration of 24 months. This position is eligible for company benefits and incentives during the duration of the assignment. ~

Join the Clean Energy Revolution

Become a Customer Support Analyst at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll support eligible customers in reducing past-due balances, maintain participation, and comply with program requirements. You’ll evaluate customer accounts, monitor enrollment and payment activity, research and resolve processing exceptions, coordinate with internal partners, and strengthen operational controls that improve the customer experience.

As a Customer Support Analyst, your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Responsibilities

• Communicates on standard matters with other corporate personnel and/or external customers, responding to customer correspondence in various channels excluding incoming phone calls.
• Compiles lists of orders that may involve billing program or service issues; reviews and corrects business process exceptions, error listings and other reports.
• Confirms, analyzes, summarizes, and transcribes information and data from various sources. Prepares and maintains digital and/or paper files, reports, system records and databases.
• Receives inbound calls and responds to customer requests, inquiries, complex billing, complaints or high bills.
• Provides price & availability, formal quotations and other pre and post order support functions. Performs backup coverage within specific team and across other teams of similar function. Proactively follows up on order backlog to ensure order details are current.
• Facilitates the review of customer issues contributing to the regular analysis of top issues and launch projects.
• Processes written customer correspondence and provides the appropriate level of follow-up in a timely manner.
• A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.

Minimum Qualifications

• One or more years of experience researching, analyzing and interpreting complex customer data, and information.

Preferred Qualifications

• Three or more years of experience in supporting utility customer assistance programs, billing, credit/collections, payment services, program operations, or customer account research and resolution.
• Advanced proficiency with Microsoft Excel, including XLOOKUP, conditional formatting, data validation, pivot tables, data organization, analysis of large data sets, and development of clear trackers or reports to support operational decision-making.
• Experience supporting AMP, utility billing, credit/collections, payment services, or customer assistance programs, including eligibility review, account research, arrears resolution, or program exception handling.
• Experience retrieving, validating, and analyzing data using BoBj Reporting or similar reporting tools to support program monitoring, exception tracking, and operational reporting.
• Strong analytical and problem-solving skills, including the ability to research complex customer accounts, identify trends, discrepancies, root causes, and process gaps, and translate findings into actionable recommendations.
• Ability to improve customer experience through clear communication, proactive issue resolution, and accurate explanation of program requirements, customer obligations, and next steps.
• Experience working in a compliance-driven environment with strong attention to detail, documentation discipline, quality control awareness, and the ability to follow procedures consistently.
• Experience supporting or influencing the implementation of operational objectives, process improvements, technology enhancements, or cross-functional projects.

Additional Information

• This position’s work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to work andreside in the state of California. Further details of this work mode will be discussed at the interview stage.The work mode can be changed based on business needs.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
• This is a full-time project regular positon for an estimated duration of 24months. This position is eligible for company benefits and incentives during the duration of the assignment.

About Southern California Edison

The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.

Southern California Edison is a proud Equal Opportunity Employer, including disability and protected veteran status.

We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at [e-mail] or [phone] and select option 2.