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Customer Service Representative

4 months ago

Rosemead, California, United States Southern California Edison Full time
Job Description

Join the Clean Energy Revolution

Become a work-from-home Customer Service Representative (Energy Advisor 1) at Southern California Edison (SCE). Join our world-class team by providing first-call resolution with empathy and service knowledge. This remote Customer Service opportunity offers a competitive starting pay of $26.55/hour and involves taking live calls. Customer Service Representatives in the Customer Contact Center are available to take calls during the days/hours of Monday through Friday 7am to 7pm and Saturdays 8am to 5pm.

As a Customer Service Representative, you will serve as SCE's first line of contact, responsible for negotiating the best solutions, solving problems, and delivering excellent customer service in a fast-paced and dynamic environment. This role offers a fantastic opportunity to begin a rewarding career at SCE, where you will gain insight into our company-wide operations and programs that assist our customers. Many of our former and current leaders started here, and you can too.

As a Trainee, you will undergo up to 15 weeks of virtual training on a full-time basis. The training program includes a combination of instructor-led training, on-the-job training, and assessments (written and live calls). The training will be conducted using a phased approach, where new hires will learn new call types and then handle those specific calls. It is important to note that passing all assessments is a requirement for continued employment with SCE. Upon successful completion of training, you will enter an 8-week on-the-job training period called "Nesting." During this period, you will handle calls and receive support and coaching to help you excel. All Customer Service Representatives must meet performance standards during the Nesting period to maintain employment.

A day in the life - Get ready to think big, work smart and shine bright

  • The role's primary focus is delivering high quality, courteous, and professional customer experiences while representing the company in a positive and professional manner.
  • The Customer Service Representatives are expected to:
    • Engage authentically with Residential customers who look for expertise, solutions, and advice on their electric utility services.
    • Actively listen to customer needs and adjust style and level of detail for the audience.
    • Understand the root issue customers are facing and other related issues that may arise
    • Discern what the best path is for resolution without having a standard operating procedure for every issue
    • Manage and resolve customer complaints with empathy using multiple customer information systems to provide accurate and appropriate energy solutions.
    • Educate customers on products and services that are relevant to their needs.
    • Successfully meet or exceed performance-based goals.
    • Perform other responsibilities and duties as assigned.

The essentials

  • Two (2) years of customer service experience, including technical sales/support, phone, or in-person sales/support.
  • Ability to manage and resolve difficult customer interactions while maintaining composure and respect.
  • Experience handling a variety of nonstandard and complex inquiries
  • Understand and input data correctly. Use Data to inform decisions when troubleshooting or making recommendations
  • Passion for helping people, the desire to exceed customer expectations, and the ability to resolve multiple issues daily with empathy.
  • Teleworking/Virtual Office requirements\: must have a secured workspace with a desk and chair, and a reliable, dedicated internet connection.
  • Flexibility to work holidays and overtime (may be required as early as during training and/or nesting periods) when needed to accommodate business needs.
  • Able to commit to completing the entire duration of the ENA training without interruption and pass written and quality assurance assessments required for continued employment.
  • Ability to type 35 words per minute.

The preferred

  • Associate or Bachelor's degree.
  • Knowledge of SAP or similar ERP systems.
  • Proficient in Word and Excel.
  • Experience using multiple resources, databases, computer systems, and technology to analyze information and generate solutions.
  • Technically savvy with the ability to troubleshoot systems.
  • Self-starter with a positive attitude and high level of professionalism.
  • Prior experience in a teleworking environment.
  • Experience communicating complex information to all audience levels.
  • Exceptional problem-solving skills.
  • Excellent written, verbal, and computer skills.
  • Ability to actively listen and connect with customers to meet their needs.
  • Experience handling confidential customer information.
  • Follows safety protocols and safe work practices.
  • Ability to succeed in a structured, goal-oriented environment.

Read the full posting.