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Energy Advisor Bilingual 1

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Date: Jan 31, 2019

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!

Position Summary

Energy Advisors (EAs) work in a 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 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.

Tasks and Responsibilities

  • Assists customers by phone with information regarding CPS Energy services and customer accounts utilizing SAP software.
  • Process orders to satisfy customer requests on billing, electric and gas trouble calls, move-ins, move-outs, high bills and related customer information inquiries.
  • Researches billing disputes, deposits, final bill and bad debt accounts to resolve customer issues.
  • Make recommendations and motivate customers to become knowledgeable energy consumers.
  • Review and assist with rebates and incentives.
  • Create an Energy Action Plan for energy efficiency improvements
  • Ensures adherence to company practices & policies while providing general support for moves, collections and miscellaneous service.
  • Handles customer requests from third-party agencies.
  • Educate and counsel customers regarding energy efficiency and account management including the review of energy audit reports.
  • Performs other project and process improvement initiatives as assigned.

Minimum Skills

Minimum Knowledge and Abilities

Fluent in both Spanish and English with ability to pass comprehension examination

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

Basic knowledge of fundamental concepts, practices and procedures of a particular field of specialization.

Ability to work in a team environment, coordinating with other areas to achieve goals and objectives.

Demonstrated well-developed written and verbal communications skills for interaction within the section, across departmental lines to all levels of personnel, and vertically with management.

Demonstrated positive interpersonal behaviors toward CPS Energy, associates, and customers consistent with company core values.

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

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

Ability to work effectively with minimal supervision with experience in making independent decisions and recommendations

Demonstrated ability to multi-task various critical work assignments proactively and independently in a fast paced environment and in a professional manner.

Assertive self-starter, with ability to work independently and with minimal supervision, with a high degree of accuracy and ability to handle and/or manage sensitive and confidential information.

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

Proficient in Microsoft Office Package, including word processing, spreadsheets, database, presentation software, electronic mail and scheduling

Preferred Qualifications

  • 30 hours of college course credit.
  • Experience with SAP.
  • Bachelor’s degree in Business, Finance, IT or any related fields OR actively pursuing

Competencies

Demonstrating Initiative

Working with Ambiguity

Driving for Results

Evaluating and Implementing Ideas

Driving Continuous Improvement

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

Office Environment

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, Database, Testing, Energy, Technology