Specialist, Central Support Account Management

Specialist, Central Support Account Management

Join the clean energy revolution by becoming a Specialist, Central Support Account Management at Southern California Edison (SCE) and help build a better tomorrow. In this role, you will support Account Management in the Customer Solutions Division, who are responsible for serving assigned business customer accounts. The position assists Account Managers and customers in resolving a broad range of customer care issues that include billing, credit, data in SAP, electric transportation, and special project work in support of account management activities and SCE's strategic goals. As a Specialist, Central Support Account Management, 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?

Responsibilities

• Acts as one of the points of contact for resolving customer issues, monitoring customer claims, and facilitating customer negotiations
• Contributes to the development of sales strategies by providing the customer's current business and long-term plans
• Assists in building and maintaining strong relationships between the company and many of its largest industrial, governmental, and commercial customers
• Provides service excellence by interfacing directly with customers and internal resources to handle customer inquiries and routine issues on a regular basis
• Identifies and resolves customer issues, often without an established precedent, typically having a potential for minor impact to the company
• Supports the creation and maintenance of records, logs, documents, and files for use in communications to key customers, tracking, and monitoring customer care activities
• Gathers, documents, researches, and analyzes data and information using a variety of sources
• Supports the preparation of proposals with key customers
• A material job duty of all positions within the company is ensuring the protection of all its physical, financial, and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity

Minimum Qualifications

• Three or more years of experience in account management
• Three years of experience providing customer care or customer support services
• Three years of experience analyzing data, with the ability to accurately analyze information and make sound decisions
• Energy industry experience: preferably in the areas of project management, operational policies, procedures, and practices
• Experience in SCE's Billing
• Experience using SAP or similar enterprise software
• Experience in a fast-paced customer service-oriented environment
• Experience in creating and editing reports
• Experience in the utility industry or other regulated industries
• Strong oral and written communication skills; be customer-centric to understand and appropriately respond to internal and external client's business needs, and interface effectively and/or collaborate with others
• Ability to take initiative and accountability for accuracy of information and for achieving results
• Ability to effectively multitask and meet set service levels

Additional Information

• This position's work mode is hybrid. The employee will report to an SCE facility for a set number of days with the option to work remotely on the remaining days. Unless otherwise noted, employees are required to work and reside in the state of California. 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!
• Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
• The primary work location for this position is Irwindale. However, the successful candidate may also be asked to work for an extended amount of time in the field.
• Relocation does not apply to this position.
• 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. Southern California Edison is a proud Equal Opportunity Employer, including disability and protected veteran 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.