Program Analyst – Customer Affairs

Job Title: Program Analyst Customer Affairs
Location: Onsite Topeka, KS 66601
Duration: 12-month W2 contract (high possibility of extension based on performance and business needs)
Pay: $22.81/hour (W2)

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Position Summary
The Program Analyst Customer Affairs plays a key role in fostering positive relationships with state commissions, assistance agencies, and community organizations. This position supports a positive customer experience through proactive community engagement and customer-focused solutions. The Analyst manages multiple customer-impacting programs, including the Critical Needs Program and Rehousing Program, ensuring timely execution of reporting, tracking, promotion, and communication to achieve successful outcomes.

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Duties and Responsibilities
1. Program Management (Approx. 50% of time)

• Oversee daily workflow for multiple programs, including tracking and processing paperwork, customer communications, field activity coordination, records management, and reporting (55%).
• Develop messaging and promote program participation through internal and external strategic efforts (25%).
• Provide regular reporting on program activities monthly, quarterly, and annually (20%).

2. Customer Outreach and Education (Approx. 50% of time)

• Engage directly with customers, providing information and assistance regarding programs to support energy bill payments, including face-to-face support at KC Connect location (40%).
• Collaborate with Customer Affairs Advisors to maintain records, scheduling, and materials (30%).
• Work with cross-functional teams to identify and implement strategies to maximize outreach (30%).

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Skills, Knowledge, and Abilities

• Exceptional interpersonal and customer relations skills
• Strong judgment and problem-solving ability
• Excellent verbal and written communication; persuasive and articulate
• Professional, approachable, and confident in public speaking
• Proficient with Microsoft Office Suite; knowledge of CCB is a plus
• Willingness to work extended and non-traditional hours
• Ability to travel locally and statewide (MO and KS) as required

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Education and Experience Requirements

• Bachelor s degree preferred, ideally in Communication or Business
• Minimum 2 years experience working with external stakeholders, preferably in Customer Service, Operations, or Public Affairs
• Proven experience in customer interaction, problem-solving, and effective communication
• Demonstrated ability to build and maintain positive working relationships with stakeholder groups
• Flexibility in assignments, priorities, work hours, and willingness to work extended hours as needed
• Ability to travel locally and statewide in MO and KS