CX Advisor, Regional

LUMA Energy•Mayagüez, PR

About The Position

Serves as the first point of contact for customers, managing all types of inquiries including new services, service changes, payment plans, and service requests to ensure accurate information delivery and exceptional customer experience Job Description: Provides assistance to internal and external customers by directing, gathering, and delivering information or actions for issue resolution, resulting in the resolution of customer concerns and complaints related to billing, claims, or retailer inquiries. Ensures accurate application of Best Practices, Financial Practices, Tariffs, and Terms and Conditions, resulting in compliance and operational consistency. Completes service agreements and other necessary documents and obtains customer signatures as required, resulting in finalized and validated agreements. Initiates customer accounts with attention to detail and accuracy, prepares invoices, and collects customer payments, resulting in accurate account setup and timely payment collection. Issues deposit certificates, accepts money from deposits or bill payments, balances daily receipts, delivers funds to the appropriate employee or supervisor, and obtains proof of delivery, resulting in secure and documented financial transactions. Processes payments via all methods received in regional offices and determines the applicable rate according to the requested service, resulting in accurate payment processing. Prepares detailed account statements, invoices, applies deposits, adjusts accounts, and processes charges and miscellaneous credits manually or through automated systems, resulting in precise financial records and customer account accuracy. Prepares, records, and sends documents to necessary inter-departments for Customer Excellence delivery, resulting in efficient interdepartmental communication and service fulfillment. Receives reports about irregularities in reading, billing, maintenance, and other related duties, investigates, corrects, and processes irregularities through the instant information system, resulting in timely issue resolution and data accuracy. 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. This position is with IBEW Union 787. If you accept an offer of employment, you will be required to affiliate with the Union.

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, face to face experience preferred.
Basic experience with alphanumeric data entry.
Availability to work rotating shifts and outside shift hours.
High School or equivalent (GED) when accompanied by a minimum of 3 years of experience performing similar functions previously described and at least 2 years of experience performing a previous role as bank cashier, teller or similar role.
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.

Nice To Haves

Experience working as teller, bank cashier is preferred but not required.

Responsibilities

Manages customer inquiries including new services, service changes, payment plans, and service requests.
Provides assistance to internal and external customers by directing, gathering, and delivering information or actions for issue resolution.
Ensures accurate application of Best Practices, Financial Practices, Tariffs, and Terms and Conditions.
Completes service agreements and other necessary documents and obtains customer signatures as required.
Initiates customer accounts with attention to detail and accuracy, prepares invoices, and collects customer payments.
Issues deposit certificates, accepts money from deposits or bill payments, balances daily receipts, delivers funds to the appropriate employee or supervisor, and obtains proof of delivery.
Processes payments via all methods received in regional offices and determines the applicable rate according to the requested service.
Prepares detailed account statements, invoices, applies deposits, adjusts accounts, and processes charges and miscellaneous credits manually or through automated systems.
Prepares, records, and sends documents to necessary inter-departments for Customer Excellence delivery.
Receives reports about irregularities in reading, billing, maintenance, and other related duties, investigates, corrects, and processes irregularities through the instant information system.
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.