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Southern Company Customer Service Intelligence Analyst in Atlanta, Georgia

Customer Service Intelligence Analyst

Description

The Customer Service Intelligence Analyst position is responsible for gathering intelligence and conducting secondary research to improve customer service at Georgia Power, Alabama Power, and Mississippi Power. This position focuses on defining research objectives based on consultation with business partners, gathering intelligence from multiple sources, synthesizing information, and effectively communicating to enhance business partners’ decision-making.

This position is based in Atlanta, GA and reports to SCS Marketing Research Manager, within Georgia Power Customer Experience department.

JOB RESPONSIBILITIES

  • Consult with internal clients at Georgia Power, Alabama Power, and Mississippi Power; understand their objectives and provide intelligence they need

  • Conduct proactive and ad-hoc research to support internal clients

  • Compile best practices across service industries

  • Investigate new products, services, processes, and rates in utility industry

  • Proactively track and communicate implications of industry/market activities

  • Observe and explain trends in customer satisfaction in electric utility industry

  • Identifying external factors that shape our customers’ opinions and expectations

  • Leverage corporate subscriptions to information sources

  • Leverage publicly available information sources

  • Collaborate with colleagues to develop more comprehensive deliverables

  • Effectively communicate research and analysis to client groups, peers, and management

JOB REQUIREMENTS

Education:

  • Bachelor’s degree in research, business, communications or related field is preferred

  • Master’s degree is an asset, but is not required

Work Experience:

  • Experience in a service industry (utility, insurance, telecom, etc.) is desired

  • Demonstrated knowledge of customer service issues, operations, and technology is desired

  • For mid-career level, 2 years of experience in research, business intelligence, or a related field is preferred

  • For senior level, 10 years of experience in research, business intelligence, or a related field is required

Research and Business Intelligence Skills:

  • Demonstrated ability to develop research questions that will solicit the information needed to make business decisions.

  • Expertise in gathering information: leverage all available resources, retrieve data, use analytical tools, leverage the network of contacts in the utility industry

  • Strong analytical skills: synthesize information, interpret facts, draws conclusions

  • Proven ability to manage competing priorities and perform successfully under deadlines

Consulting and Communication Skills:

  • Strong consulting skills needed to build and manage effective working relationships across multiple business units and levels of an organization

  • Strong collaboration skills

  • Excellent written and verbal communications skills

  • Must exhibit behaviors consistent with corporate values: safety, unquestionable trust, superior performance, and total commitment

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries. The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications. Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at www.southerncompany.com .

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Field: Sales & Marketing

Job Type: Standard

Primary Location: Georgia-Metro Atlanta-Atlanta

Operating Company: Southern Company Services

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

Georgia Power Headquarters - 241 Ralph McGill Blvd. NE (241ATLANTA)

241 Ralph McGill Blvd. NE

Atlanta, 30308

Req ID: SCS2008074

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