Hybrid Customer Support & Data 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

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.