Senior Customer Care Analyst

JOB SUMMARY

The Senior Customer Care Analyst delivers strategic and operational support for the Retail Energy segment within SouthStar Energy Services’ footprint. This role oversees vendor operations across multiple call center locations, driving service excellence and operational efficiency. The ideal candidate will develop and execute strategies that align with organizational objectives, ensure regulatory compliance, and cultivate a culture of engagement, accountability, and continuous improvement.

JOB RESPONSIBILITIES

Functional Expertise

• Coordinate communication and collaboration between Southstar and call centers to ensure vendor performance aligns with business goals and objectives.
• Ensure operational compliance with federal, state, and local regulations, as well as company policies, service level agreements and Terms and Conditions of Service.
• Maintain strong regulatory relationships and deliver on call center key performance indicators.
• Partner with the marketing and call center teams to support and execute pricing campaigns that enhance sales performance within the call center.
• Collaborate with training through weekly call monitoring calibrations to identify common call trends and process gaps, including adherence to procedures and scripts, and implement targeted process improvements.

Business Acumen

• Collaborate with Call Centers, System Operations, Regulatory, and Marketing teams to identify opportunities and implement process improvements that enhance customer experience.
• Conduct in-depth analysis of customer pain points and present actionable insights and recommendations to the Department Manager.
• Support daily call center operations through proactive planning based on call trend analysis to improve customer experience, sales effectiveness, and retention outcomes.
• Provide timely and accurate reporting of system or application issues to minimize service disruptions and prevent negative customer impacts.
• Partner with the Consumer Relations team to resolve complex customer issues and ensure effective implementation of coaching and process improvements within the call center.

Engagement

• Conduct weekly visits to call center sites to provide vendor support and participate in training sessions, ensuring proper use of billing systems and applications, adherence to established processes and policies, and foster strong operational relationships.
• Participate in the monthly call center Circle of Excellence Rewards and Recognition Program to celebrate top performers, boost customer service representative morale, and demonstrate SouthStar’s commitment to its vendor partners.
• Provide content for the monthly call center newsletter featuring new offerings, process reminders, and customer acknowledgments for exceptional service.
• Foster a culture of collaboration, learning, and accountability.

Driving Results

• Support strategies to improve customer experience, first-call resolution, and operational efficiency.
• Drive continuous improvement initiatives focused on customer satisfaction and performance optimization.
• Develop and implement effective customer resolution strategies to address concerns raised by customers or operations, including creating training materials, job aids, and scripting as needed.
• Report on the impact of marketing campaigns, new projects, and service changes to the Department Manager and other relevant business areas to support the maintenance and improvement of SSE’s customer experience (CX) scores.
• Assist the Department Manager with various call center initiatives aimed at enhancing J.D. Power rankings and overall customer satisfaction performance.

QUALIFICATIONS

Education 

• Bachelor’s degree or equivalent experience. 

Experience

Required

• 5+ years of progressive customer center or operations support experience. 
• Proven success in delivering measurable results.

Preferred Experience

• Background in retail energy operations
• In-depth knowledge of operations within deregulated natural gas markets
• Expertise in directing and maintaining effective outsourced call center relationships

Skills &