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Program Analyst - Customer Affairs

  2025-08-22     Compunnel     Topeka,KS  
Description:

Position Summary

The Program Analyst – Customer Affairs plays a vital role in enhancing customer relationships and improving the overall customer experience through strategic outreach and engagement. This position is responsible for managing key customer-facing programs such as the Critical Needs Program and the Rehousing Program, and for fostering strong relationships with state commissions, assistance agencies, and community organizations.

The Analyst works cross-functionally and externally to ensure that programs are implemented effectively and that customers, particularly low-income and elderly populations, receive the assistance they need. This is a hands-on role that combines program management, customer engagement, and stakeholder communication.



Key Responsibilities

1. Program Management (~50% of time)

  • Oversee daily operations and execution of customer-impacting programs including the Critical Needs Program and Rehousing Program:
  • Process applications, paperwork, and customer communications related to programs
  • Maintain accurate records, initiate field activities, and ensure timely updates in CCB
  • Create and manage internal and external communication strategies for program education and promotion
  • Generate and maintain program performance reports on a monthly, quarterly, and annual basis



    • 2. Community Outreach and Customer Support (~50% of time)
  • Enhance the customer experience through targeted community engagement and outreach:
  • Provide direct, face-to-face assistance at KC Connect and other outreach events
  • Educate customers about services and programs that support energy bill payment
  • Support Customer Affairs Advisors with scheduling, materials, and coordination
  • Collaborate with cross-functional teams to expand outreach and maximize program reach

    • Required Skills & Competencies
  • Strong interpersonal and customer service skills
  • Demonstrated sound judgment and problem-solving capabilities
  • Excellent verbal and written communication skills; persuasive and clear communicator
  • Public speaking experience; confident and professional presence
  • Proficient in Microsoft Office Suite (Excel, Word, Outlook); experience with CCB is a plus
  • Ability and willingness to work extended and non-traditional hours
  • Flexibility to travel locally and statewide across Missouri and Kansas

    • Education & Experience Requirements
  • Bachelor’s degree preferred, ideally in Communication, Business, or a related field
  • Minimum 2 years of experience working with external stakeholders in Customer Service, Public Affairs, or Operations
  • Experience in customer-facing roles with demonstrated ability to resolve issues and build relationships
  • Proven ability to work collaboratively and independently in a dynamic environment


    • Education: Bachelors Degree


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