Customer Affairs Program Analyst

Position Summary

The Customer Affairs Program Analyst plays a pivotal role in building and sustaining positive relationships with state commissions, assistance agencies, and community organization leaders. This role is designed for a professional who is passionate about improving customer experiences through proactive community engagement and the delivery of customer-focused solutions.

The Analyst will manage and execute key customer-impacting programs—including the Critical Needs Program and Rehousing Program—ensuring accurate reporting, effective promotion, and consistent communication to achieve successful outcomes. This individual will also engage directly with customers and community stakeholders, providing education and support to low-income and elderly customers to improve access to essential resources.

Duties And Responsibilities

Program Management (50%)

• Manage and oversee multiple customer programs, including Critical Needs Program and Rehousing Program.
• Track, process, and maintain program-related paperwork and applications, including CCB updates, customer communications, records management, and reporting.
• Develop messaging and drive education efforts internally and externally to promote programs.
• Provide timely reporting on program activities (monthly, quarterly, and annually).

Customer & Community Engagement (50%)

• Conduct targeted outreach to low-income and elderly customers, providing program options and resources to assist with energy bill payments.
• Provide in-person support and education at customer-facing locations, including the KC Connect center.
• Collaborate with Customer Affairs Advisors to maintain records, coordinate activities, and manage educational collateral.
• Partner with cross-functional teams to identify opportunities to maximize customer reach and impact.

Skills, Knowledge, And Abilities

• Strong interpersonal and relationship-building skills.
• Effective problem-solving abilities with sound judgment.
• Excellent verbal and written communication; confident in public speaking and community engagement.
• Professional, approachable, and adaptable demeanor.
• Proficiency in Microsoft Office Suite; familiarity with CCB is a plus.
• Willingness to work flexible, extended, and non-traditional hours.
• Ability to travel locally and statewide across Missouri and Kansas.

Education And Experience Requirements

• Bachelor’s degree preferred, ideally in Communications, Business, or a related field.
• Minimum 2 years of experience in customer service, operations, or public affairs, with demonstrated stakeholder engagement.
• Proven success in customer-facing roles, with strong communication and problem-solving aptitude.
• Experience working with community organizations and external partners.
• Flexible, adaptable, and willing to meet the demands of changing priorities and schedules.Location: Missouri & Kansas (with local and statewide travel)Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Vision insurance