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Customer Service Energy Advisor Bilingual 1

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Date: Jan 20, 2023

Location: San Antonio, TX, US, 78215

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!

 

 

Deadline to apply:  April 3, 2022

Pay Grade

6

 

Starting Pay Bilingual:  $19.50 + shift differentials

Position Summary

The Bilingual Energy Advisor role is central component of CPS Energy strategy to serve the community.  Energy Advisors help 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. Energy Advisors 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

  • Assist customer by phone to develop service-related solutions
  • Probe for key information for customer support needs
  • Ask questions to understand how customers are using their energy and 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
  • Review and assist with rebates and incentives
  • 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 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

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
Communicates Effectively
Serving Customers
Building and Supporting Teams
Demonstrating Tenacity and Perseverance

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: Power Plant, Testing, SAP, ERP, Energy, Technology