Customer Service Energy Advisor

Customer Service Energy Advisor

A central component of the Energy Advisor (EA) role is to serve the community in troubleshooting and issuing emergency-related orders in a 24 / 7 call center environment. EAs serve as a resource in investigating and resolving complex issues related to customer billing and collection of accounts receivable, including research and analysis of gas, electric, and non-commodity accounts, products, and services. Through analyzing customer accounts, EAs help our customers make their homes and businesses more energy efficient. The position involves a call duty rotation that requires logging in to support emergency call volume outside of regularly scheduled hours as needed. Furthermore, in this role, you will be a trusted advisor to assist customers in managing their accounts and offering products and services that help customers become more knowledgeable about energy and energy efficiency strategies.

Tasks and responsibilities include :

• Troubleshoots and handles emergency-related orders with a sense of urgency and accuracy, providing emergency information and instructions on each order.
• Participates in a call duty rotation that requires logging in to support emergency call volume outside of regularly scheduled hours as needed.
• Analyze and communicate effectively with customers regarding complex questions to provide complete and accurate information.
• Working in a fast-paced environment assisting customers by phone to develop service-related solutions with information regarding CPS Energy services and customer accounts utilizing SAP software.
• Research and respond to billing disputes, deposits, final bill accounts, high bills, rebates, solar calls, etc., to resolve customer concerns.
• Process and handle customer requests for billing, electric and gas emergency calls, move-ins, move-outs, media inquiries, emergency threats, and additional customer information inquiries.
• Provide technical support and troubleshoot online access issues.
• Probe, educate and counsel customers regarding energy efficiency and account management including the review of energy audit reports (MMA, My energy portal etc.).
• Assist customers using empathy, patience, tact, and diplomacy.
• Overcome objections using effective customer service techniques and persuasive skills to help implement payment solutions.
• Provides a one-call resolution on every call.
• Adheres to company practices & policies while providing general support for moves, collections, and miscellaneous services.
• Promotes and ensures compliance with company safety programs.
• Collaborates with our internal and external groups such as; System Operations, law enforcement, agency partners, Customer Response Unit (CRU), etc.
• Other duties as assigned.

Minimum skills required include :

Preferred qualifications include :

Competencies include :

Minimum education required is a high school diploma or GED.

The working environment is a hybrid work environment that is performance based with in-office training. Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer, and calculator. Ability to travel to and from meetings, training sessions, or other business-related events. After hours work may be required.

Physical demands include exerting up to 10 pounds of force occasionally, and / or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers, and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information, or any other protected status. CPS Energy will comply with all laws and regulations.