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SalaryJoin the Clean Energy Revolution
As an Energy Advisor 2 (Customer Service Representative) at Southern California Edison (SCE), you’ll be part of a world class team by providing first call resolution with empathy and service knowledge. This is a remoteCustomer Service opportunity with a competitive starting pay of $28.00/hour and an additional $1.42/hour after language testing and taking on 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, negotiating the best solutions, solving problems, and providing excellent Customer Service in a fast-paced and constantly changing environment. This role is a phenomenal way to launch a rewarding career at SCE!
As a Trainee, you will be paid to attend 15 Weeks of virtual training on a full-time basis. Training includes instructor-led training combined with on-the-job training, as well as assessments (written and live calls). Note: all assessments must be passed for continued employment with SCE. Upon successful completion of training, you will move to 8 weeks of on-the-job-training (Nesting) during which you will take calls and receive coaching on performance from your leader. All Customer Service Representatives must meet performance standards for continued employment during the 8-week Nesting period.
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.
- Customer Service Representatives are typically on the phone for the entire day and handle an average of 80-100 inbound customer calls per day.
- The Customer Service Representatives are expected to:
- Engage authentically with Residential and Non-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.
- 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
- Bilingual\: Mandarin
- Three (3) or more years of work experience, including Customer Service, technical sales/support, or phone/in-person sales/support.
- Teleworking/Virtual Office requirements\: have a secured workspace with a desk and chair, and a reliable, dedicated internet connection.
- Ability to manage and resolve difficult customer interactions while maintaining composure and respect.
- Flexibility to work holidays and overtime (may be required as early as during training and/or nesting periods) when needed to accommodate business needs.
- Passion for helping people, the desire to exceed customer expectations, and the ability to resolve multiple issues daily with empathy.
- Commit to completing the entire duration of the ENA training without interruption and pass written and quality assurance assessments required for continued employment.
- High School graduate or equivalent
- 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 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.
You should know
- Please visit Edison Careers-Energy Advisor to learn more about this role.
- There are multiple positions with a scheduled start date of June 2024(subject to change).
- This position’s work mode is Remote. Based on business needs, onsite work at a CCC location may be required on a routine basis. The work mode can be changed based on business needs.
- Must live within 75 miles from the Irwindale (4777 Irwindale Ave.) or Redlands (1209 Nevada St.) facilities.
- Class requires a commitment to be in attendance every day for the duration of training (15 weeks) and nesting (8 weeks). Additionally, employees will be required to be on camera through video conferencing technology for the entirety of the training.
- We offer a fantastic Total Rewards Package that includes things like a wide selection of health plans, preventative health reimbursement, 401(k) savings plan with company match and automatic company contributions, paid Time Off (Vacation, Illness, Holiday and Flex days), tuition reimbursement, Wellness incentive program ($400 Reimbursement), professional development, volunteer programs, employee assistance program, electric service discount (if you live within the SCE territory, and many more perks. Visit our Candidate Resources page to get meaningful information related to benefits, perks, resources, testing information, and the hiring process, and more!
- Position will require working any day of the year, planned or during emergencies. This could involve extensive continuous overtime during the normal shift as well as weekends and holidays.
- You may be requested to complete an OnDemand digital video interview as part of the hiring process. Dates\: April - May (subject to change). Click here to get more details on digital interviewing and tips to help you prepare.
- This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. We invite you to visit our Candidate Resources page for further information and to access information guides. For information guides, please reference tests (5308, 8101). The information guides will describe the technology requirements necessary to complete the online tests. Candidates who have previously passed these assessments, in some cases, may not need to retest again for this position.
- Subsequent language testing to follow\: Dates\: April (subject to change).
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.
