Customer Service Energy Advisor

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 much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Deadline to apply : January 21, 2025

Qualifications may warrant placement in a different job level.

Pay Grade

Position Summary

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

• 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

Minimum Knowledge and Abilities

Experience in a call center environment, customer service, sales, or military service.

Effective interpersonal and customer service skills

Ability to work Call Duty w / a rotating on-call shift to incl fluctuating sched during per of high demand, extreme weather, or other emergencies; Energy Advisors may need to assist when they are called upon for add 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, math, multiplication, and division); demonstrated ability to work with numbers; 10-key skills

Preferred Qualifications

Competencies

Serving Customers

Working with Ambiguity

Showing Caring and Understanding

Demonstrating Initiative

Acting with Integrity

Communicates Effectively

Minimum Education

High School Diploma or GED

Required Certifications

Working Environment

Hybrid work environment 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

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.