About the position
Join a Specialist, Central Support Account Management at Southern California Edison (SCE) and build a better tomorrow. In this job, you'll support Account Management in the Customer Solutions Division, who are responsible for serving assigned Business Customer accounts. The position assists Account Managers and Customers resolve a broad range of customer care issues that include Billing, Credit, data in SAP, Electric Transportation and special project work in support of account management activities and SCE's strategic goals. As a Specialist, Central Support Account Management 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?
Responsibilities
- Acts as one of point of contact for resolving customer issues, monitor customer claims, and facilitate customer negotiations
- Contributes to the development of sales strategies by providing the customer's current business and long-term plans
- Assists in building and maintaining strong relationships between the company and many of its largest industrial, governmental, and commercial customers
- Provides service excellence by interfacing directly with Customers and internal resources to handle customer inquiries and routine issues on a regular basis
- Identifies and resolves customer issues, often without an established precedent, typically having a potential for minor impact to the company
- Supports the creation and maintenance of records, logs, documents, and files for use in communications to key customers, tracking, and monitoring customer care activities
- Gathers, documents, researches and analyzes data and information using a variety of sources
- Supports the preparation of proposals with key customers
- Ensures 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.
Requirements
- Three or more years of experience in account management.
Nice-to-haves
- Three years of experience providing customer care or customer support services.
- Three years of experience analyzing data, with the ability to accurately analyze information and make sound decisions.
- Energy industry experience: preferably in the areas of project management, operational policies, procedures, and practices.
- Experience in SCE's Billing.
- Experience using SAP or similar enterprise software.
- Experience in a fast-paced customer service-oriented environment.
- Experience in creating and editing reports.
- Experience in the utility industry or other regulated industries.
- Strong oral and written communication skills; be customer-centric to understand and appropriately respond to internal and external client's business needs, and interface effectively and/or collaborate with others.
- Ability to take initiative and accountability for accuracy of information and for achieving results.
- Ability to effectively multitask and meet set service levels.
