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Southern California Edison (SCE) logoSouthern California Edison (SCE)

Customer Support Generalist

Skills
Analyze InformationData EntryEnergy EfficiencyExternal ClientsOffice EquipmentPhotocopiersSharepoint
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • One or more years of experience resolving customer issues by researching and analyzing information.
  • Experience with Energy Efficiency and Income Qualified programs.
  • Proficiency in Microsoft Office Suite (Excel), Outlook, and SharePoint.
  • Proficiency with SAP or similar enterprise software.
  • Ability to lift up to 25 lbs, operate basic office machines (copier, fax, scanner, etc).
  • Ability to assess, research and analyze information accurately to make sound decisions.
  • Initiative and accountability for information accuracy and achieving results.
  • Integrate work across relevant areas and manage risks and information appropriately.
  • Strong oral and written communication skills; customer-centric mindset to understand and appropriately respond to internal and external client’s business needs.
  • Ability to interface effectively and collaborate with others.
  • Ability to work in a fast-paced environment with a sense of urgency and attention to detail while multitasking in a cohesive team environment.

Day to day

  • Provide customer service support with processing applications and invoices as well as providing resolution of account issues and answering questions related to energy efficiency and income-qualified programs.
  • Perform routine tasks and speak to internal and external customers over the phone to answer questions and resolve issues.
  • Handle and validate confidential information such as invoices and program applications for accuracy of data and completion of required information for program qualification.
  • Review, validate, and enter data into various systems with a high level of accuracy.
  • Research and analyze to resolve customer issues and provide solutions and recommendations by applying established policies and procedures for energy efficiency and income-qualified programs.
  • Process applications, complete multiple assignments simultaneously, including research of missing information, verifying account status, and contacting internal and external customers.
  • Gather documents and research data on assigned topics, using databases, files, spreadsheets, and other systems and sources.
  • Open, sort, scan, and track in-office incoming mail related to program applications.
  • Support other areas of responsibility including trouble/outage, energy efficiency and income-qualified programs incoming and outgoing call types.
  • Meet performance metrics including quality and productivity.
  • Promote a safe working environment.
  • Perform other duties as assigned.

Hiring process

  • Interview stage
  • Employee must reside in California
  • Request accommodations at (833) 343-0727