EMS Program Support Analyst

About the role

Tampa Electric is seeking an EMS Program Support Analyst to support the Energy Management Services (EMS) team and help customers participate in energy conservation and renewable energy programs.

Responsibilities

• Serve as a primary point of contact for customer and contractor inquiries through phone, email, and other communication channels.
• Schedule residential and commercial energy audit appointments.
• Promote participation in Energy Planner, Prime Time Plus, Renewable Energy, and Zap Cap programs.
• Avoid customer and contractor requests regarding conservation and renewable energy programs.
• Analyze, approve, and process residential and commercial energy conservation incentives and rebates.
• Review customer and contractor submissions for program eligibility and compliance.
• Verify equipment model and serial number information using industry resources.
• Process insulation incentives and coordinate required inspections.
• Monitor field verification activities to ensure program compliance and accuracy.
• Review and evaluate renewable interconnection applications.
• Analyze application documents, photos, site information, and technical diagrams for completeness and tariff compliance.
• Coordinate with engineering teams, program managers, contractors, and customers throughout the approval process.
• Track renewable interconnection applications to ensure timely processing and stakeholder communication.
• Investigate and resolve high bill inquiries using customer consumption and billing data.
• Analyze energy usage trends, weather impacts, and appliance consumption patterns.
• Educate customers on factors affecting energy consumption and recommend conservation solutions.
• Conduct proactive outreach to customers regarding available conservation programs and services.
• Contact customers where existing energy management equipment is installed to encourage enrollment.
• Provide educational information regarding program benefits and energy-saving opportunities.
• Support marketing initiatives by providing customer feedback and program participation insights.
• Monitor and manage appointment scheduling, enrollment activities, audits, inspections, and workflow queues.
• Cook with field teams, contractors, and vendors to ensure timely completion of program activities.
• Provide first-level troubleshooting and support for Prime Time Plus and Energy Planner program participants.
• Participate in community and company-sponsored events that promote energy conservation awareness.

Qualifications

• High school diploma or equivalent.
• Associate's degree in Business, Energy Management, Communications, Customer Service, or a related field preferred.
• Four (4) years of customer service, analytical, billing, administrative, or related experience required.
• Experience in a utility, energy, or billing-related environment preferred.
• Experience working with customer account management or incentive/rebate programs preferred.
• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to interpret and analyze customer billing and energy usage information.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Ability to manage multiple priorities while maintaining attention to detail.
• Ability to learn and effectively use utility and customer management systems.
• Bilingual proficiency (English/Spanish) with the ability to effectively communicate with diverse customers and contractors preferred.
• Working knowledge of SAP and CRM systems preferred.
• Experience with Energy Efficiency Collaboration Platform (EECP) or similar platforms preferred.
• Knowledge of residential and commercial energy conservation programs preferred.
• Familiarity with renewable energy and utility customer programs preferred.

Benefits

Competitive Salary
401k Savings plan w/ company matching
Pension plan
Paid time off
Paid Holiday time
Medical, Prescription Drug, & Dental Coverage
Tuition Assistance Program
Employee Assistance Program
Wellness Programs
On-site Fitness Centers
Bonus Plan and more!

Pay

Commensurate with experience.

Schedule

8 Hr. X 5 Days