Job Abstract

Become a Customer Support Operations Specialist at Southern California Edison (SCE) and build a better tomorrow. In this job, youll be the lead for the Income Qualified Programs (IQP) programs. IQP programs includes the California Alternate Rates for Energy (CARE) and Family Electric Rate Assistance (FERA) programs, which offer discounts to residential and Domestic Multifamily Submetered (DMS) customers who meet certain income and household guidelines.

As a 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!

• Delivering quality output while maintaining productivity and backlog within established levels
• Effectively resolve escalated customer inquiries, complaints, or requests while balancing customer satisfaction with company policies and procedures
• Provide daily tactical direction to team members including prioritization of issue resolution and exception handling
• Real-time feedback and guidance, and answer questions to team members and issues pertaining to escalated processing issues, technical feedback, and functional direction on policies and procedures
• Identify trends and gaps in training, skills, and abilities through gathering and analyzing escalated issues and presenting recommendations for improvement
• Partner with Consumer Affairs and leadership to research and analyze executive complaints and provide feedback to other team members
• Assist in the development of presentations, job aids, and implementation of solutions related to identified trends and gaps
• Conduct stand-up training with team members on new processes and procedures
• Assist in maintaining and preparing documents for audits
• Complete requests received through the various email boxes and process IQP applications
• Support various pilot programs
• Delivers presentations or stand-ups to internal customers to communicate changes in processes and/or procedures

• Three (3) or more years of experience resolving customer issues by researching and analyzing information.
• Experience handling escalations via phone or email
• Experience with Income Qualified Programs policies and procedures.

• Associate degree or higher in Business or related field
• Proficiency in Microsoft Word, Excel, and PowerPoint
• Experience working in a customer service utility industry
• Flexibility to work overtime when needed to accommodate business needs
• Experience with conflict management and negotiation in a customer-focused environment
• Ability to accurately analyze information and make sound decisions
• Ability to work in a high paced environment
• Strong oral and written communication skills, be customer focused to understand and appropriately respond to internal and external clients business needs, and interface effectively and/or collaborate with others

• The positions 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!
• Relocation does not apply to this position.

The people at SCE don't just keep the lights on. Our mission is so much bigger. Were fueling the kind of innovation thats 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, youll 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.