Remote Customer Support Generalist Job in Duarte, CA Southern California Edison (SCE)

Who you are

• 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.

What the job involves

• 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.

Application process

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