Customer Support Analyst

About the role

Join Southern California Edison (SCE) as a Customer Support Analyst and help build a better tomorrow. In this role, you’ll support eligible customers in reducing past-due balances, maintain participation, and ensure compliance with program requirements. Your work will include evaluating customer accounts, monitoring enrollment and payment activity, researching and resolving processing exceptions, coordinating with internal partners, and strengthening operational controls to improve the customer experience. This position contributes to powering our planet, reducing carbon emissions, and creating cleaner air for everyone.

Responsibilities

• Communicate on standard matters with corporate personnel and external customers, responding to customer correspondence across various channels (excluding incoming phone calls).
• Compile lists of orders involving billing program or service issues; review and correct business process exceptions, error listings, and other reports.
• Confirm, analyze, summarize, and transcribe information and data from various sources. Prepare and maintain digital and/or paper files, reports, system records, and databases.
• Receive inbound calls and respond to customer requests, inquiries, complex billing issues, complaints, or high bills.
• Provide price and availability, formal quotations, and other pre- and post-order support functions.
• Perform backup coverage within your team and across other teams of similar function. Proactively follow up on order backlog to ensure details are current.
• Facilitate the review of customer issues, contribute to regular analysis of top issues, and launch projects.
• Process written customer correspondence and provide appropriate follow-up in a timely manner.
• Ensure the protection of SCE’s physical, financial, and cybersecurity assets, and properly access and manage private customer data, proprietary information, confidential medical records, and other highly sensitive information with the highest standards of conduct and integrity.

Requirements

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

Preferred Qualifications

• Three to five years of experience 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 datasets, and development of clear trackers or reports to support operational decision-making.
• 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.
• 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.
• Demonstrated 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.

Schedule

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. The work mode can be changed based on business needs.

Benefits

Visit our Candidate Resource page to learn about benefits, perks, resources, testing information, and the hiring process.

About Southern California Edison

The people at SCE don’t just keep the lights on—our mission is so much bigger. We’re fueling 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 the chance to grow personally and professionally, making a real impact in Southern California and around the world.