CX Advisor, Contact Center (Rotating Shifts)

LUMA Energy • Santurce-NEOS, PR

3d

About The Position

The CX Advisor, Contact Center manages customer interactions across calls, email, mail, chat, and social media, including interactions handled by Associate Customer Experience Advisors. The role resolves complex requests, communicates accurately and promptly across channels, and ensures customers feel their situations are owned through resolution. It negotiates account resolutions where appropriate, makes outbound calls to address customer needs and follow up on pending issues, and works to achieve First Call Resolution and maintain a positive Voice of Customer score.

The role also contributes to identifying creative solutions that reduce future complaints and improve the customer experience. It follows company policies, procedures, and standards, including applicable legal and industry requirements, and participates in storm restoration tasks and assigned drills. Scheduling availability must include rotating shifts and work outside regular shift hours, potentially including late nights, weekends, and on-call duties. This position is with IBEW Union 787; accepting an offer requires affiliation with the Union.

Requirements

• High school diploma or equivalent.
• 1 to 3 years' experience with functional role responsibilities.
• Availability to work rotating shifts and outside shift hours, potentially including late nights, weekends, and on-call duties.
• Attention to detail in data entry, documentation, and task execution.
• Ability to follow established procedures and workflows consistently.
• Strong verbal and written communication and interpersonal skills, with a customer-service focus and ability to manage and resolve conflict.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Affiliation with IBEW Union 787 is required upon accepting an offer of employment.

Responsibilities

• Answer incoming customer calls and respond to written interactions through email, mail, chat, and social media.
• Provide empathetic customer service and take ownership of customer situations through resolution.
• Negotiate account resolutions with customers as appropriate, seeking mutually beneficial outcomes and maintaining customer satisfaction.
• Identify and develop creative solutions to address and reduce future customer complaints.
• Strive for First Call Resolution and maintain a positive Voice of Customer score.
• Make outbound calls as needed to address customer needs and follow up on pending issues.
• Follow established company policies, procedures, and standards to comply with applicable laws and industry regulations.
• Participate in storm restoration tasks and assigned drills.
• Perform additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED