CE Customer Assistance Advisor

TECO Energy•Brandon, FL

21h•Onsite

About The Position

The CE Customer Assistance Advisor serves as the SME in the area of Customer assistance. The position provides support to Leads by handling escalated customer referrals requiring agency assistance. Responsibilities include determining applicant eligibility, referring and follow-up with customers and making arrangements/installment plans as needed. This position also supports the social service functions including Medical Watch and the Share Program.

Requirements

Communication skills
Problem-solving skills
Critical thinking
Computer skills: Demonstrated intermediate to advanced Microsoft Office skills, especially in Excel
Collaborative skills
Ability to adapt to constantly changing priorities in managing various projects simultaneously
Strong judgement and analytical skills
Ability to work independently, as well as, in a team
Ability to make decisions and carryout appropriate course of action in customer situations with minimum amount of guidance.
Be able to express empathy, interest and caring and have great listening skills and be able to use appropriate tone and pitch to create sincerity.
A minimum of two years Customer Service experience required, preferably resolving customers’ inquiries and situations.
A minimum of one year of working in a Windows PC/Microsoft environment, and Internet usage.

Nice To Haves

Basic knowledge of the rules, procedures and guidelines for funding sources for Social Service Agencies.
Experience using SAP in order to perform inquiries and specific transactions.
Proficient in gas and electric operations.
An Associate Degree in a relevant field, such as Business.
Two years customer service experience with a focus on customer assistance programs, eligibility requirements and federal funding sources or experience as a CSP IV or V at Tampa Electric.

Responsibilities

Place outbound calls to customers: PGS and TEC accounts in arrears, PGS and TEC disconnected accounts including closed accounts with pending refund checks.
Contact escalated customers (Lead Referrals, PSC complaints, BBB complaints, BOCC and Mayors Office complaints, Referrals from agencies, Referrals from Corp. Comm)
Review and analyze personal & confidential information (income & household info) and accounts to determine eligibility and assistance options
Refer customers to the appropriate agencies based on agency requirements
Follow up on customers to confirm whether they received an agency appointment
Negotiate upfront payment with installment plan/payment arrangement
Use resources to locate agency assistance information.
Remain up to date of available funding sources and eligibility requirements
Send agency direct referral requests
Assist with monitoring Incoming Agency Faxes and create commitment in Agency Portal
Email Commitment Confirmation Letters (for agencies utilizing fax option) to appropriate Agency POC
Build and maintain external relationships with community agencies and LIHEAP providers
Adhere to strict deadlines to ensure interruption of service does not occur in the event of pending agency assistance.
Manage and respond to incoming calls from community agencies through a dedicated phone line (Agency Queue), ensuring prompt and professional service while providing accurate information and addressing inquiries raised by community agencies.
Retrieve and respond to requests for Medical Watch – New Enrollment
Observe HIPPA requirements by not sharing medical information received from customers on medically essential equipment
Send Medical Watch Application Packages to customer
Review completed Medical Watch Applications and update account
Retrieve and respond to requests for Medical Watch - Existing Customers
Contact Customer and follow-up on Medical Watch pending requests for arrangements
Follow-up on Medical Watch accounts in arrears (arrangements, agency referral, manual review)
Participate in Special Projects as requested
Support Intern/Co-op as needed with administrative tasks
Support testing when needed
Participate in agency energy fairs and assistance outreach events
Contact customers for Share Promotions (ex. External Partnerships - Tampa Bay Lightning and Tampa Bay Buccaneers)
Complete and process Share Applications when necessary