Southern California Edison Hiring for Customer Service Consumer Affairs, Senior Specialist [HYBRID] at Irwindale, California Full Time

Job Description

Join the Clean Energy Revolution

Become a Consumer Affairs Senior Specialist in Consumer Affairs at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll work both independently and with a team of experts who are responsible for resolving complex and challenging customer disputes and will regularly connect with the California Public Utilities Commission’s (CPUC) Consumer Affairs Branch (CAB) staff regarding customer complaints that have been received in their office. You will engage with SCE customers, conduct detailed research about their complaints, evaluate SCE Rules and Tariffs to ensure adherence and determine the resolution to the customers complaints.

As a Consumer Affairs Senior Specialist , your work will directly serve to build positive relationships with our customers, identify opportunities to close gaps in our customers experience and ensure our customer’s needs are being addressed the first time they contact SCE. Are you ready to take on the challenge to help us deliver the outstanding service to our customers that sits at the foundation of our business?

A day in the life – Get ready to think big, work smart and shine bright!

• Independently handle core work duties to ensure pending work is meeting individual and department goals and KPI’s

• Work closely with customers to acknowledge receipt of their complaint and confirm that you will be their single point of contact through the investigation.

• Collaborate with partners across the business when conducting research into customers complaints.

• Ensure clear, concise, and accurate documentation.

• Perform other duties and responsibilities as assigned.

Qualifications

The essentials

• Five (5) or more years of experience performing analysis and business processes to resolve customer issues.

• Experience working in SCE call center or other operation having worked directly with customers.

• Proficient in using SAP or Legacy systems.

The preferred

• Bachelor’s degree or higher in Business Administration, Marketing, Economics, Customer Service Management, or related field.

• Proficient in Microsoft Excel, Word, PowerPoint, and Access.

• Experience working both independently and in a team environment.

• Experience managing multiple tasks and shifting priorities in order to achieve goals and serve our customers.

• Experience interfacing effectively with clients, peers, and all levels of management.

• Experience prioritizing, planning, organizing, and coordinating heavy workloads while maintaining high levels of accuracy and attention to detail and meeting assigned deadlines.

• Experience supporting customers, project teams, and clients’ business needs.

• Strong communications skills, both oral and written.

• Experience showing leadership, initiative, and judgment to solve problems and to work collaboratively to achieve consensus.

• Experience completing multiple assignments simultaneously, working well under pressure, and adjusting to changing priorities.

• Decision making, results delivery, team building, and able to stay current with relevant technology and innovation.

• Strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning.

You should know

• The position’s work mode is HYBRID. 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.

• Visit our Candidate Resources page (https://www.edisoncareers.com/page/show/Candidate-Resources) to get important information related to benefits/perks, testing, candidate tips, hiring process, and more!

• Possible overtime and/or weekends may be required to support customers with medical equipment.

• The primary work location for this position is Irwindale, CA.

• Position will require up to 10% traveling and being out in the field throughout the SCE service territory.

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.