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Southern California Edison Central Support Account Specialist [Hybrid] in Irwindale, California

Job Description

Join the Clean Energy Revolution

Become a Central Support Account Specialist at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll support the Business Customer Division (BCD) Account Managers who are responsible for serving assigned Business Customer accounts. The position assists BCD Account Managers and Customers resolve a broad range of customer care issues that include Billing, Credit, data in SAP and special project work in support of account management activities and SCE’s strategic goals.

As an Account Specialist , 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!

  • Resolve customer issues through SCE resources, including BCD’s Centers of Expertise (COE’s), Revenue Services Organization (RSO), and Customer Contact Center (CCC).

  • Provide service excellence by interfacing directly with Customers and SCE internal resources to handle customer inquiries and routine issues on a regular basis.

  • Support the creation and maintenance of records, logs, documents, and files for use in communications to customers, tracking, and monitoring customer care activities.

  • Maintain routine internal contact with assigned Account Managers to provide information and updates on account management activities and needs.

  • Resolve a variety of complex customer care problems, questions, or situations in conformance with defined criteria, practice, or protocol.

  • Gather, document, research and analyze data and information using a variety of sources.

  • Record all work-related activities in SAP and leverage its capability for decision making in terms of resolving customer care issues and proposing solutions to internal and external customers.

  • Complete Ad-hoc requests from Account Managers for reporting and analytics.

  • Other duties and responsibilities as assigned.

Qualifications

The essentials

  • Three or more years of experience analyzing data.

  • Two or more years of experience providing customer care or customer support services.

  • Experience using SAP or similar enterprise software.

The preferred

  • Energy industry experience: preferably in the areas of project management, operational policies, procedures, and practices.

  • Experience in a fast-paced customer service-oriented environment.

  • Experience creating and editing complex reports, graphs, and presentations.

  • 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 accurately analyze information and make sound decisions.

  • Ability to take initiative and accountability for accuracy of information and for achieving results

You should know…

  • Effective January 2022, this position’s work mode is Hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to reside in the state of California. Further details of this work mode will be discussed at the interview stage.

  • Visit our Candidate Resource page (https://www.edisoncareers.com/page/show/Candidate-Resources) to get meaningful information related to benefits, perks, resources, testing information, and hiring process, and more!

  • This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. Please access our Information Guides (https://www.edison.com/home/careers/guides-for-pre-employment-tests.html) , to reference Edison Individual Contributor Workstyles test 8203. Candidates who have previously passed these assessment(s), in some cases, may not need to retest again for this position.

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. #LI-LH1

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