customer relations Irwindale, CA
Job description
Join the Clean Energy Revolution
Become a Customer Support – CARE Processor at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll provide customer service support with processing applications and invoices as well as provide resolution of account issues and answer questions related to SCE’s energy efficiency (EE) and income qualified programs (IQP). In addition, you will perform routine tasks and speaking to internal and external customers over the phone to answer questions and resolve issues.
As a Customer Support, 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?
A day in the life - Get ready to think big, work smart and shine bright!
- Promote a safe working environment.
- Handle and validate confidential information such as invoices and program applications for accuracy of data and completion of required information for program qualification.
- Review, validate, and enter data into various systems with a high level of accuracy.
- Research and analyze to resolve customer issues and provide solutions and recommendations by applying established policies and procedures for the EE and IQ programs.
- Process applications, complete multiple assignments simultaneously, including research of missing information, verifying account status, and contacting internal / external customers.
- Gather documents and research data on assigned topics, using databases, files, spreadsheets, and / or other systems and sources.
- Open, sort, scan, and track in-office incoming mail related to program applications.
- Support other areas of responsibilities including but not limited to trouble/outage, EE and IQP incoming and outgoing call types.
- Meet performance metrics including quality and productivity.
- Perform other duties as assigned.
The essentials
- One (1) or more years of experience resolving customer issues by researching and analyzing information.
The preferred
- Experience with Energy Efficiency and Income Qualified programs.
- Proficiency in Microsoft Office Suite (i.e. Excel), Outlook, and SharePoint.
- Proficiency with SAP or similar enterprise software.
- Ability to lift up to 25 lbs., operate basic office machines: such as copier, fax, scanner, etc.
- Ability to accurately assess, research and analyze information to make sound decisions.
- Ability to take initiative and accountability for the accuracy of information and for achieving results.
- Ability to integrate work across relevant areas and manage risks and information appropriately.
- 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 collaborate with others.
- Ability to work in a fast-paced environment, sense of urgency, attention to detail while multi-tasking in a cohesive team environment.
You should know
- The position’s work mode is remote. Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage.
- Overtime will be required based on department needs up to an estimated 40% of time.
- Schedule: Mon-Fri: Ranging from 6:00am-3:30pm.
- Will be required to be in office 1-3 times per month.
- When in the office, may be standing on average 20-50% throughout the day.
- Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
About Southern California Edison
The people at SCE don't just keep the lights on. Our mission is so much bigger. We’re fueling the kind of innovation that’s changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you’ll have a chance to grow personally and professionally, making a real impact in Southern California and around the world.
At SCE, we celebrate our differences. We are a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.
We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.
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