Customer Service Energy Advisor

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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.

• 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.

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