Community Relations Advocate

Pay Grade

13

Deadline to Apply: April 9, 2025

Position Summary

Supports the enrollment into CPS Energy customer assistance Programs to include the development, implementation and execution of plans to ensure the successful customer assistance. Communicates and educates the community on leadership and management of the CPS Energy customer assistance Programs to the community. Educates the community of the benefits of the programs to improve CPS Energy’s energy efficiency and conservation goals, with the primary focus of expanding the number of participants in customer assistance programs and promptly resolving customer concerns. Ensures prompt trouble-shooting of customer concerns and quick resolution, ensuring the appropriate CPS Energy stakeholders are informed, both internal and external.   Is highly mobile and focused on problem-solving customer needs out in the field with a high degree of accuracy and speed. Branded as CPS Energy’s Customer Response Unit (CRU), CRU are visible, mobile and provide face-to-face customer contact at a location of customer’s preference.  They have daily interaction with council offices and other elected officials, as direct liaisons for escalated customer/constituent issues.
 

Tasks and Responsibilities

• Acts as the internal and external liaison between the city council offices, Governmental Relations, and other CPS Energy departments. 
• Acts as the liaison between the customer ("constituent") and CPS Energy to research customer accounts and/or community issues, answering all customer questions with exceptional quality and professionalism.
• Act as liaison between the customer and cross-functional CPS Energy departments to ensure timely and successful results
• Provides customers with information and issue resolution through face-to-face interactions
• Manage the CPS Energy business relationship with the city elected officials and respective city staffs to include constituent meetings, community engagement briefings and attendance at various city council district community functions.
• Monitor elected city council/staff community activities and community meetings for potential concerns relating to CPS Energy Operations.
• Respond to, resolve and track sensitive constituent inquiries and complaints from both internal and external sources
• Researches billing disputes, deposits, final bill/bad debt accounts, etc., to resolve customer issues in a timely manner.
• Verify City of San Antonio inspections, certificate of occupancy, property ownership, etc. in support of program enrollment or case management
• Performs routine administrative duties such as data entry, prepare correspondence to customers and maintain area files and databases
• Assists customers with information regarding CPS Energy services and customer’ accounts utilizing SAP software.
• Conducts investigation reports for complex escalated customer inquiries through a variety of communication channels using critical thinking processes.
• Documents SAP and Salesforce with detailed case management activities according to procedures.
• Participates in public speaking engagements, participates in local business organizations and event functions throughout the business community.
• Facilitate, promote and support department projects and actively participate in the promotion and administration of the customer assistance programs offered by CPS Energy. 
• Supporting the promotion of the department’s objectives to the community and engagement of the community in the initiatives, via a range of media and varying approaches.
• Providing advice, expertise and support as required to the community with regard to customer assistance programs offered.
• Interact and coordinate with other departments to deliver educational seminars regarding CPS Energy products, programs, rebates, power quality and reliability
• Contributes to the development and/or services of the program by researching and resolving customer problems, and recommending services in order to achieve customer satisfaction and loyalty.
• Develops, maintains and promotes effective working relationships and partnerships with stakeholders (internal and external) and customers.
• Supports and assists with the coordination and delivery of workshops and events.  Prepares reports for Community Program Manager, summaries and general correspondence, as required.
• Assist Energy Delivery and Gas Delivery business units with customer communication during extended outages (patrolling, door hanging, critical care contact, etc).
• Participation in CPS Energy’s commuter program through use of company vehicle.
• Performs other duties as assigned.
   

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

• Bilingual (Spanish)
• Public Speaking 

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands