Location: Northside Customer Service Center, 7000 San Pedro Avenue
Energy Advisor - Call Center (Full-time)
Business unit: Customer Engagement
Department: Call Center
Deadline to Apply: Open Until Filled
Be part of our winning team! With more than 3,200 people from across greater San Antonio, CPS Energy is the nation's largest community-owned energy company, passionate about serving our community, helping our customers and caring for our environment. Diverse and dynamic team members - from IT technicians and financial analysts to electric line workers and engineers - are key to our success. Our employee tenure at CPS Energy averages15 years, and they're the reason that CPS Energy is regularly recognized as one of the best energy companies in the U.S.
Purpose of job
Energy Advisors (EAs) work in a call center environment, helping our customers make their homes and businesses more energy efficient, while providing insight as to how customers can have better control in lowering their energy costs. EAs are trusted advisors that assist CPS Energy customers in managing their accounts and offering products and services that help customers become more knowledgeable about energy and energy efficiency strategies. EAs serve as a resource in the investigation and resolution of issues related to customer billing and collection of accounts receivable, including research and analysis of gas, electric and non-commodity accounts, products, and services.
Job Duties
- Assist customers by phone to develop service related solutions
- Probe for key information for customer support needs
- Ask questions to understand how customers are using their energy and how we can better meet their needs
- Conduct initial energy advising consultation with customers
- Educate and counsel customers regarding energy efficiency and account management including the review of energy audit reports
- Create an Energy Action Plan for energy efficiency improvements
- Review and assist with rebates and incentives
- Make recommendations and motivate customers to become Knowledgeable energy consumers
- Overcome objections using effective customer service techniques and persuasive skills to help implement solutions
- Ensures adherence to company practices & policies, provides general support including moves, collections and miscellaneous services
- Research billing disputes, deposits, final bill accounts, etc., to resolve customer concerns
- Assist customers with patience, tact and diplomacy
- Analyze and communicate effectively with customers regarding complex questions and issues
- Other duties as assigned
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CPS Energy
145 Navarro
San Antonio
Texas United States
www.cpsenergy.com
