Advisor, Revenue Protection

LUMA Energy•San Juan, PR

11d

About The Position

Manages both standard and complex customer interactions—including those typically handled by Associate Revenue Protection Advisors—across phone, email, chat, and mail, focusing on collections and payment resolution while maintaining flexibility to work evenings and weekends as needed. Researches prioritized customer accounts—including status, outstanding balances, age of balance, and payment history—to prepare for effective collections discussions and improve resolution success. Manages inbound and outbound customer calls—including basic payment processing and advanced inquiries—to collect overdue balances, resolve issues, and ensure timely transactions with enhanced customer experience. Responds to customer inquiries across written channels—including email, mail, chat, and social media—to resolve issues promptly and maintain positive engagement. Responds to customer inquiries and resolves issues to ensure satisfaction and build loyalty. Supports the Customer Experience contact center during peak volumes, such as storms, to maintain service continuity and customer satisfaction. Negotiates account resolutions with customers to secure payment agreements and minimize outstanding balances. Assists in identifying and developing creative solutions to reduce future complaints and strengthen revenue protection efforts. Documents all customer interactions and actions in CRM/CC&B and other applications to maintain accurate records and ensure compliance. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Requirements

Associate's degree in Business Administration, Office Administration, or related administrative field.
1 to 3 years' experience with functional role responsibilities.
Experience in customer service
Basic experience with alphanumeric data entry.
Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role: High School or equivalent (GED) when accompanied by a minimum of 5 years of experience performing similar functions and at least 3 years of experience performing a previous Customer Service Representative role.
Availability to work rotating shifts and outside shift hours.
Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.
Process Adherence: Follows established procedures and workflows consistently.
Collaboration: Works effectively with team members and other departments.
Time Management: Prioritizes tasks to meet deadlines and support team goals.
Technology Proficiency: Uses office systems (e.g., ERP, HRIS, Excel) to complete tasks efficiently.

Responsibilities

Researches prioritized customer accounts—including status, outstanding balances, age of balance, and payment history—to prepare for effective collections discussions and improve resolution success.
Manages inbound and outbound customer calls—including basic payment processing and advanced inquiries—to collect overdue balances, resolve issues, and ensure timely transactions with enhanced customer experience.
Responds to customer inquiries across written channels—including email, mail, chat, and social media—to resolve issues promptly and maintain positive engagement.
Responds to customer inquiries and resolves issues to ensure satisfaction and build loyalty.
Supports the Customer Experience contact center during peak volumes, such as storms, to maintain service continuity and customer satisfaction.
Negotiates account resolutions with customers to secure payment agreements and minimize outstanding balances.
Assists in identifying and developing creative solutions to reduce future complaints and strengthen revenue protection efforts.
Documents all customer interactions and actions in CRM/CC&B and other applications to maintain accurate records and ensure compliance.
Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.