Customer Support, Senior Support [REMOTE]

Job Description

Join the Clean Energy Revolution

Become a Customer Support, Senior Support at Southern California Edison (SCE) and build a better tomorrow. In this job, you will provide customer service support through processing customer applications and invoices. This role serves in account resolution of escalated issues and answers technical and moderately complex questions related to SCE’s energy efficiency and income qualified programs. Senior Support reviews required documentation to confirm program specifications have been met, approves, handles, and processes program applications and analyzes all required documents. The Senior Support responds to internal and external customers via phone and email to answer questions and resolve escalations.

As a Customer Support Senior 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!

• Gather, analyze documents to ensure compliance and Customer Satisfaction is met when processing invoices, applications, and renewal of programs.
• Customer outreach providing guidance on missing or incorrect applications, rebates, and Service Orders.
• Processing applications includes but is not limited to validating information on applications, research, identifying missing information, accuracy of data, and verifying account eligibility status, while completing multiple tasks as assigned.
• Special projects, deliver training, create, and develop training material in alignment with SCE and CPUC mandates. Report findings to partners.
• Manage and complete daily reports and spreadsheets required by each program keeping Program Advisors appraised of all updates and changes.
• Support other areas of responsibilities including but not limited to energy efficiency, income qualified, or other similar programs inquiries.
• Opening incoming US mail, separating based on type and distributing to processors to complete applications. Scan/Upload documents via Kofax\: OCR and SharePoint.
• Safeguard customer confidential documents adhering to SCE’s and CPUC retention policies.
• A material job duty of all positions within the Company is ensuring 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.
  
  

The Essentials

• Two (2) or more years of experience resolving customer issues by researching and analyzing information.
• Proficient with Microsoft Suite Applications, i.e. Microsoft Word, PowerPoint, and Excel.
  
  

The Preferred

• Experience with Energy Efficiency and Income Qualified programs.
• Proficient in using Emaps, iEnergy, and/or C4C platforms.
• Proficiency with SAP or similar enterprise software.
• Energy Savings Assistance Processing experience.
• 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. The work mode can be changed based on business needs.
• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
  
  

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.