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Customer Support Analyst
Southern California Edison
Irwindale, USA
Full Time, Temporary
Entry · 1+ years experience
Hybrid
USD 24.81-37.16 hourly / hour
Discovered 1 weeks ago
Microsoft ExcelXLOOKUPBoBj Reporting
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Microsoft ExcelXLOOKUPBoBj Reporting
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Microsoft ExcelXLOOKUPBoBj Reporting
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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.
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