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Energy Advisor (Bilingual / Call Center)

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Date: Nov 21, 2018

Location: San Antonio, TX, US, 78205

Company: CPS Energy

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,300 people committed to enhancing the lives of the communities we serve.  Together, we are powering the growth and success of our community progress every day!

Introduction

Building a team of customer centric Energy Advisors focused on delivering People First service

Position Summary

Energy Advisors are the voice of CPS Energy. Energy Advisors (EAs) work in a 24/7, 365 call center environment, helping our customers make their homes and businesses more energy efficient, while providing insight as to how customers can have better control in lowering their energy costs. EAs are trusted advisors that assist CPS Energy customers in managing their accounts, provide solutions and offering products and services that help customers become more knowledgeable about energy and energy efficiency strategies. EA’s serve as a resource in the investigation and resolution of issues related to customer billing and collection of accounts receivable, including research and analysis of gas, electric and non-commodity accounts, products, and services. The Energy Advisor role is progressive with opportunities to grow within the call center environment or within other parts of the company. 

 

What to expect during training:

  • Schedule is Monday through Friday 8:00 am – 5:00pm
  • Training to last approximately 12 weeks includes classroom and on the job
  • Vacation and time off is not available during training to ensure new hires are provided proper time to learn system and processes

What to expect after training:

  • Energy Advisor will start their assigned schedule and begin taking customer calls
  • Schedules vary depending on assignment. The call center is a 24/7, 365 operation
  • Periodic training throughout the year
  • Energy Advisor work on a rotational schedule for on-call duty

 

Energy Advisors are provided a competitive salary starting at $15.00/hr depending on experience.

Energy Advisors are also eligible for:

  • Medical / Dental / Vision benefits (Day 1 of employment)
  • Pension plan
  • Annual company incentive plan (Annual bonus)
  • Paid time-off
  • 11 Company holidays
  • Overtime pay
  • Incentive pay
  • Shift differential
  • Bi-lingual pay
  • Advancement opportunities

Tasks and Responsibilities

  • • Assist customer by phone to developing innovative service related solutions

    • Help customers identify their support needs by identifying the root issue.

    • Ask questions to understand how customers are using their energy and provide solutions on how we can better meet their needs

    • Conduct initial energy advising consultation with customers

    • Educate and counsel customers regarding energy efficiency and account management

    including the review of energy audit reports

    • Create an Energy Action Plan for energy efficiency improvements

    • Identify potential rebates and incentives applicable to customers

    • Make recommendations and motivate customers to become knowledgeable energy consumers

    • Overcome objections using effective customer service techniques and persuasive skills to help implement solutions

    • Ensures adherence to company practices & policies and provides general support including moves,collections and miscellaneous services

    • Research billing disputes, deposits, final bill accounts, etc., to resolve customer concerns

    • Assist customers with patience, tact and diplomacy.

    • Analyze and communicate effectively with customers regarding complex questions and issues

    • Other duties as assigned

Minimum Skills

Microsoft Excel

Microsoft Powerpoint

Microsoft Word for Windows

Minimum Knowledge and Abilities

Ability to work varied/fluctuating schedules during periods of high demand, extreme weather or other emergencies, Energy Advisors may need to assist with are called upon for additional duty/on-call schedules

Previous experience working in a call center, customer service, sales, or military service

Basic math skills (addition, math, multiplication, and division); demonstrated ability to work with numbers; 10-key skills

Has excellent organizational skills; can orchestrate multiple activities at once to accomplish responsibilities; arranges information and files in a useful manner

Ability to successfully complete training and all testing. (Failure will result in termination)

Ability to handle complex assignments, be a self-starter, be able to meet goals and deadlines on own initiative with minimum supervision

Ability to transition and/or adapt to all supervisory skills and be familiar with all supervisory responsibilities

Ability to demonstrate intellectual curiosity

Preferred Qualifications

30 + hours of college credit

SAP experience

Bachelor’s degree in Business, Finance, IT or any related fields

Competencies

Serving Customers

Demonstrating Initiative

Demonstrating Tenacity and Perseverance

Building and Supporting Teams

Communicating Effectively

Minimum Education

High School Diploma or GED

Required Certifications

Working Environment

Indoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator. Ability to travel between business related events. Work hours may be extended.

Physical Demands

Customer Contact

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.


Nearest Major Market: San Antonio

Job Segment: ERP, SAP, Power Plant, Energy, Technology