B&I Account Specialist

Tampa Electric Company•Tampa, FL

22d•Hybrid

About The Position

POSITION CONCEPT The Account Specialist serves as the focal point of contact for Tampa Electric and Peoples Gas Business & Industry (B&I) customers. This position provides the Tampa Electric Account Managers with billing support for their assigned key customers. This role also maintains effective customer relationships, ensuring optimal customer satisfaction while meeting business needs.

Requirements

A minimum of a high school diploma
A minimum of three years of related customer service experience
A bachelor’s degree from an accredited university may be considered in lieu of two (2) years’ experience.
Demonstrates skill in providing effective service to business customers.
Ability to work independently with minimal supervision.
Ability to meet contact center metrics
Must be proficient in Microsoft Office Suite including Word, Outlook and Excel.
Demonstrates effective interpersonal, customer service and oral communication skills.

Nice To Haves

An associate degree
Previous experience of Commercial Electric or Gas Utility Experience; Bilingual
Knowledge of SAP/CRM, and Workpro systems.
Knowledge of utility business rates, billing components and credit policies.

Responsibilities

Responsible for handling inbound customer contacts in a timely manner for electric and gas commercial customers. The types of calls include, but are not limited to, credit arrangements, turn-on and turn-off service requests, emergencies, billing and remittance inquiries, and miscellaneous questions pertaining to their accounts. If appropriate during the call, also promote the company’s products and services to increase participation.
Deliver customer service to our online electric and gas commercial customers by responding to email inquiries, guiding callers through troubleshooting, or navigating the company site/portal, while ensuring optimal customer satisfaction and maintaining effective customer relationships
Provides a single point of contact for Key Account Managers to develop long-term relationships. This requires proactive contact with customers to assess customer satisfaction and business needs.
Proactively reviews/audits the accuracy of rates, taxes, and codes for commercial accounts. Performs periodic review of historical usage patterns and communicates results.
Maintains favorable contact with assigned Key Account Managers related to service order processing, power outages, and power quality. Thinks strategically and exercises sound judgment at every level to identify and resolve issues and refer to appropriate departments as needed. Serves as point of contact for tracking of work orders, issues, and performs follow-up with all involved parties.
Meets with various departments to partner and enhance direct support in achieving customer satisfaction.