Energy Advisor 1

CPS Energy•San Antonio, TX

2d•Hybrid

About The Position

A central component of the Energy Advisor (EA) role is to serve the community in troubleshooting and issuing emergency-related orders in a 24/7 call center environment. EAs serve as a resource in investigating and resolving complex issues related to customer billing and collection of accounts receivable, including research and analysis of gas, electric, and non-commodity accounts, products, and services. Through analyzing customer accounts, EAs help our customers make their homes and businesses more energy efficient. The position involves a call duty rotation that requires logging in to support emergency call volume outside of regularly scheduled hours as needed. Furthermore, in this role, you will be a trusted advisor to assist customers in managing their accounts and offering products and services that help customers become more knowledgeable about energy and energy efficiency strategies.

Requirements

Experience in a call center environment, customer service, sales, or military service.
Effective interpersonal and customer service skills
Ability to work Call Duty w/ a rotating on-call shift to incl fluctuating sched during per of high demand, extreme weather, or other emergencies; Energy Advisors may need to assist when they are called upon for add on-call schedules & mandatory overtime
Proficient in Microsoft Office Package, including word processing, spreadsheets, databases, and Outlook mail.
Strong ability to multi-task in a fast-paced environment, navigating multiple systems and software
Basic knowledge of fundamental concepts, practices, and procedures of a particular field of specialization
Ability to work in a team environment, coordinating with other areas to achieve goals and objectives
Well-developed written and verbal communication skills for interaction with all levels of personnel
Strives for perfect attendance and punctuality, ready to take the call at the start of their shift
Ability to successfully complete training and all testing. (Failure may result in termination)
Ability to make recommendations and independent decisions
Must be a motivated self-starter with the ability to work with minimal supervision at times
Basic math skills (addition, math, multiplication, and division); demonstrated ability to work with numbers; 10-key skills

Nice To Haves

30 hours of college course credit.
Experience with SAP.
Bachelor’s degree in Business, Finance, IT or any related fields OR actively pursuing.

Responsibilities

Troubleshoots and handles emergency-related orders with a sense of urgency and accuracy, providing emergency information and instructions on each order.
Delivers consistent one call resolution while applying exceptional customer service expertise to every customer interaction.
Uses multiple computer systems, tools, and communication methods to provide accurate solutions on each call
Participates in a call duty rotation that requires logging in to support emergency call volume outside of regularly scheduled hours as needed.
Analyze and communicate effectively with customers regarding complex questions to provide complete and accurate information.
Working in a fast-paced environment assisting customers by phone to develop service-related solutions with information regarding CPS Energy services and customer accounts utilizing SAP software.
Research and respond to billing disputes, deposits, final bill accounts, high bills, rebates, solar calls, etc., to resolve customer concerns.
Process and handle customer requests for billing, electric and gas emergency calls, move-ins, move-outs, media inquiries, emergency threats, and additional customer information inquiries.
Provide technical support and troubleshoot customer online access issues.
Probe, educate and counsel customers regarding energy efficiency and account management including the review of energy audit reports (MMA, My energy portal etc.).
Assist customers by consistently using empathy, patience, tact, and diplomacy on every call.
Overcome objections using effective customer service techniques and persuasive skills to help implement payment solutions.
Adheres to company practices & policies while providing general support for moves, collections, and miscellaneous services.
Promotes and ensures compliance with company safety programs.
Collaborates with our internal and external groups such as; System Operations, law enforcement, agency partners, Customer Response Unit (CRU), etc.
Other duties as assigned.