Cust Service Energy Advisor Bilingual

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians, and more. We are 3,500 people committed to enhancing the lives of the communities we serve.

About the role

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.

Pay Grade 8

Responsibilities

• Troubleshoots and handles emergency-related orders with a sense of urgency and accuracy, providing emergency information and instructions on each order.
• Delivers consistent one call resolution while applying exceptional customer service expertise to every customer interaction.
• Uses multiple computer systems, tools, and communication methods to provide accurate solutions on each call.
• Participate 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 customer 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 by consistently using empathy, patience, tact, and diplomacy on every call.
• Overcome objections using effective customer service techniques and persuasive skills to help implement payment solutions.
• Adheres to company practices & policies while providing general support for moves, collections, and miscellaneous services.
• Promotes and ensures compliance with company safety programs.
• Collaborate with our internal and external groups such as; System Operations, law enforcement, agency partners, Customer Response Unit (CRU), etc.
• Other duties as assigned.

Requirements

• Fluent in both Spanish and English with ability to pass comprehension examination.
• Experience in a call center environment, customer service, sales, or military service.
• Effective interpersonal and customer service skills.
• Ability to work Call Duty with a rotating on-call shift to include fluctuating schedules during periods of high demand, extreme weather, or other emergencies; Energy Advisors may need to assist when they are called upon for additional on-call schedules & mandatory overtime.
• Proficient in Microsoft Office Package, including word processing, spreadsheets, databases, and Outlook mail.
• Strong ability to multi-task in a fast-paced environment, navigating multiple systems and software.
• Basic knowledge of fundamental concepts, practices, and procedures of a particular field of specialization.
• Ability to work in a team environment, coordinating with other areas to achieve goals and objectives.
• Well-developed written and verbal communication skills for interaction with all levels of personnel.
• Strives for perfect attendance and punctuality, ready to take the call at the start of their shift.
• Ability to successfully complete training and all testing. (Failure may result in termination)
• Ability to make recommendations and independent decisions.
• Must be a motivated self-starter with the ability to work with minimal supervision at times.
• Basic math skills (addition, subtraction, multiplication, and division); demonstrated ability to work with numbers; 10-key skills.

Qualifications

• High School Diploma or GED.

Preferred Qualifications

• 30 hours of college course credit.
• Experience with SAP.
• Bachelor’s degree in Business, Finance, IT or any related fields OR actively pursuing.

Skills

• Serving Customers
• Working with Ambiguity
• Showing Caring and Understanding
• Demonstrating Initiative
• Acting with Integrity
• Communicates Effectively

Working Environment

Hybrid work environment is performance based with in-office training. Indoor work, operating computer, manual dexterity, talking, hearing, and 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

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.