Hybrid Customer Support Analyst: Billing & Data Insights

Southern California Edison (SCE); Irwindale (CA); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Southern California Edison (SCE) is hiring a Customer Support Analyst in California for a full-time, hybrid role with an expected duration of 24 months. You will support customers with past-due balances, enrollment, and program requirements while coordinating with internal teams to resolve issues and improve processes.

The role requires 1+ year of data analysis experience and strong Excel skills. You'll interact with customers across channels, manage data and reports, and help ensure compliance

Qualifications

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

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

Customer data analysis

Excel proficiency

Data tracking and reporting

Tools

Microsoft Excel

BoBj Reporting

Job description

Southern California Edison (SCE) is hiring a Customer Support Analyst in California for a full-time, hybrid role with an expected duration of 24 months. You will support customers with past-due balances, enrollment, and program requirements while coordinating with internal teams to resolve issues and improve processes.

The role requires 1+ year of data analysis experience and strong Excel skills. You'll interact with customers across channels, manage data and reports, and help ensure compliance