Consumer Affairs ARCH, Specialist

Southern California Edison•Irwindale, CA

74d•Onsite

About The Position

Join the Clean Energy Revolution Become a Consumer Affairs ARCH Specialist at Southern California Edison (SCE) and build a better tomorrow. In this job, you'll serve as the face of Southern California Edison (SCE) at the ARCH facility in Altadena, providing in-person support to residents impacted by the Eaton Fire. As a frontline representative of SCE, the selected candidate will engage empathetically with customers, resolve complex and sensitive issues, and collaborate across departments to deliver a seamless and compassionate experience. This position plays a critical role in helping our customers navigate their recovery journey, offering direct assistance and guidance while diffusing and resolving highly visible and escalated matters related to fire impacts. Through consistent presence and proactive support, this role ensures that SCE remains a trusted partner in the Altadena community's path to restoration and resilience. As Consumer Affairs ARCH Specialist , your work will help power our planet, reduce carbon emissions, and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Requirements

Three or more years of experience resolving regulatory customer issues.

Nice To Haves

Call center experience with SCE
Proficiency with SAP application
Functional experience with Microsoft Office applications

Responsibilities

Serves a a primary point of contact for customers impacted by wildfire disasters, engaging in person daily at the Altadena Rebuild Community Hub.
Actively listen to each customer's unique situation, provide empathetic support, and take full ownership of coordinating resolution efforts across internal teams.
Leads the coordination of complaint resolution efforts by removing bottlenecks, escalating issues when necessary, and ensuring timely, accurate, and professional responses. This includes composing formal documentation for conplaints received through regulatory agencies and other escalated channels.
Supports the accurate coding of North America Industry Classification System (NAICS) codes into SCE business systems to ensure compliance with regulatory requirements.
Assist with related research and data validation efforts that support regulatory filings and internal reporting.
Contributes to departmental goals by reducing average complaint processing times and improving customer satisfaction through proactive communication, follow -hrough, and personalized support.
Supports customer engatement across multiple platforms, including social media (e.g., Facebook, Twitter), by responding to inquiries and concerns with professionalism and clarity.
Provides guidance and support to intrnal stakeholders on customer service issues, helping teams understand root causes and resolution pathways.
Participates in department-wide employee engagement initiatives to foster collaboration, morale, and a customer-first culture.
Ensures all complaint handling and customer support activities are aligned with State Regulatory Commission requirements, internal policies, and compliance standards.
A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity.