Position Summary
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. EA's 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.
Tasks and Responsibilities
- Assist customer 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
Minimum Skills
- Microsoft Excel
- Microsoft Powerpoint
- Microsoft Word for Windows
- Minimum Knowledge and Abilities
- Ability to work varied/fluctuating schedules during periods of high demand, extreme weather or other emergencies, Energy Advisors may need to assist with are called upon for additional duty/on-call schedules
- Previous experience working in a call center, customer service, sales, or military service
- Basic math skills (addition, math, multiplication, and division); demonstrated ability to work with numbers; 10-key skills
- Has excellent organizational skills; can orchestrate multiple activities at once to accomplish responsibilities; arranges information and files in a useful manner
- Ability to successfully complete training and all testing. (Failure will result in termination)
- Ability to handle complex assignments, be a self-starter, be able to meet goals and deadlines on own initiative with minimum supervision
- Ability to transition and/or adapt to all supervisory skills and be familiar with all supervisory responsibilities
- Ability to demonstrate intellectual curiosity
Preferred Qualifications
- 30 + hours of college credit
- SAP experience
- Bachelor's degree in Business, Finance, IT or any related fields
Click here to view the full job posting.
CPS Energy
145 Navarro
San Antonio
Texas United States
www.cpsenergy.com
