CE Customer Assistance Advisor

Shift: 8-hour days, 5 days per week (overtime may be required based on business needs)

About the Role

The CE Customer Assistance Advisor serves as the subject-matter expert in customer assistance, providing support to Leads by handling escalated customer referrals requiring agency assistance. This position determines applicant eligibility, refers and follows up with customers, and makes arrangements or installment plans as needed. It also supports social service functions including Medical Watch and the Share Program.

Responsibilities

• Customer Assistance
  • Place outbound calls to customers: PGS and TEC accounts in arrears, PGS and TEC disconnected accounts including closed accounts with pending refund checks.
  • Contact escalated customers (Lead Referrals, PSC complaints, BBB complaints, BOCC and Mayor’s Office complaints, referrals from agencies, referrals from Corporate Communications).
  • Review and analyze personal and confidential information (income and household info) and accounts to determine eligibility and assistance options.
  • Refer customers to the appropriate agencies based on agency requirements.
  • Follow up on customers to confirm whether they received an agency appointment.
  • Negotiate upfront payment with installment plans or payment arrangements.
  • Use resources to locate agency assistance information.
  • Remain up to date on available funding sources and eligibility requirements.
  • Send agency direct referral requests.
  • Assist with monitoring incoming agency faxes and create commitments in the Agency Portal.
  • Email Commitment Confirmation Letters (for agencies utilizing fax option) to appropriate agency points of contact.
  • Build and maintain external relationships with community agencies and LIHEAP providers.
  • Adhere to strict deadlines to ensure interruption of service does not occur in the event of pending agency assistance.
  • Manage and respond to incoming calls from community agencies through a dedicated phone line (Agency Queue), ensuring prompt and professional service while providing accurate information and addressing inquiries.
• Medical Watch
  • Retrieve and respond to requests for Medical Watch – New Enrollment.
  • Observe HIPAA requirements by not sharing medical information received from customers on medically essential equipment.
  • Send Medical Watch Application Packages to customers.
  • Review completed Medical Watch Applications and update accounts.
  • Retrieve and respond to requests for Medical Watch – Existing Customers.
  • Contact customers and follow up on Medical Watch pending requests for arrangements.
  • Follow up on Medical Watch accounts in arrears (arrangements, agency referral, manual review).
• Administrative/Projects
  • Participate in special projects as requested.
  • Support interns/co-ops as needed with administrative tasks.
  • Support testing when needed.
  • Participate in agency energy fairs and assistance outreach events.
  • Share Program
    • Contact customers for Share Promotions (e.g., External Partnerships - Tampa Bay Lightning and Tampa Bay Buccaneers).
    • Complete and process Share Applications when necessary.

Requirements

• High School diploma or equivalent (Associate Degree in a relevant field, such as Business, preferred).
• A minimum of two years of customer service experience, preferably resolving customers’ inquiries and situations.
• A minimum of one year of experience working in a Windows PC/Microsoft environment and Internet usage.
• Demonstrated intermediate to advanced Microsoft Office skills, especially in Excel.

Preferred Qualifications

• Basic knowledge of the rules, procedures, and guidelines for funding sources for Social Service Agencies.
• Experience using SAP to perform inquiries and specific transactions.
• Proficiency in gas and electric operations.
• Two years of customer service experience with a focus on customer assistance programs, eligibility requirements, and federal funding sources, or experience as a CSP IV or V at Tampa Electric.

Skills

• Communication skills (ability to express empathy, interest, and caring; great listening skills; appropriate tone and pitch to create sincerity).
• Problem-solving and critical thinking.
• Collaborative skills and ability to work independently or in a team.
• Strong judgment and analytical skills.
• Ability to adapt to constantly changing priorities in managing various projects simultaneously.
• Ability to make decisions and carry out appropriate courses of action in customer situations with minimal guidance.

Work Conditions

• Requires sitting for extended periods of time.
• Responding to storms will be considered a condition of employment. Team members are required to participate in response/recovery activities related to emergencies/disasters to maintain service to customers. Proper compensation will be made in accordance with company rules and procedures.

Benefits

• Competitive salary
• 401k Savings plan with company matching
• Pension plan
• Paid time off
• Paid holiday time
• Medical, prescription drug, and dental coverage
• Tuition Assistance Program
• Employee Assistance Program
• Wellness Programs
• On-site Fitness Centers
• Bonus Plan and more