Job Description

Join the Clean Energy Revolution

Become a work-from-home Energy Advisor 2 at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll be part of a world class team who exceed customer expectations by providing first call resolution with empathy and service knowledge. As a customer service representative on this team, you will serve as SCE’s first line of contact, negotiating the best solutions, solving problems, and providing excellent customer service in a fast-paced and constantly changing environment. This role is a phenomenal way to launch a rewarding career at SCE!

• As a Trainee, you get up to 19 Weeks paid virtual training on a full-time basis. Training includes formal instructor-led training combined with on-the-job training primarily from your home. Based on Management’s discretion, Trainees may be required to attend training in the office. Once you successfully pass your training, you will graduate to become a full-fledged, World Class Energy Advisor.

• Mandatory Virtual New Hire Training (up to 15 weeks)

• Training New Hire written assessment test, Quality Assurance assessment – All assessments must be passed to continue employment with SCE

• 8 weeks of On-the-Job training (i.e. nesting period) – Must meet performance standards for continued employment

• After completion of training and nesting, work schedules will be 8-hours, 5 days/week with work shifts that could include days/times between Mon-Fri 8:00a-7:00p or Saturdays 8:00a-5:00p

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

• The role’s primary focus is delivering high quality, courteous, and professional customer experiences while representing the company in a positive and professional manner

• Serve as SCE’s first line of contact, negotiating the best solutions while balancing the needs of our diverse customers

• Energy Advisors are typically on the phone for the entire day and handle an average of 80-100 inbound customer calls per day

• The Energy Advisors are expected to:

• Engage authentically with our large commercial and industrial customer segments who look for expertise, solutions, and advice on their electric utility services

• Actively listen to customer needs and adjust style and level of detail for the audience

• Manage and resolve customer complaints with empathy using multiple customer information systems to provide accurate and appropriate energy solutions

• Maintain a safety-conscious work environment by following Edison safety protocols and safe work practices

• Exceed customer expectations by providing first call resolution with empathy and service knowledge

• Educate customers on products and services that are relevant to their needs

• Successfully meet or exceed performance-based goals

• Perform other responsibilities and duties as assigned

Qualifications

The essentials

• Three (3) or more years of work experience, including customer service, technical sales/support, phone, or in-person sales/support

• Ability to manage and resolve difficult customer interactions while maintaining composure and respect

• Ability to work remotely:

• Teleworking/Virtual Office Requirements: Must have a secured workspace free from distractions with a desk and chair

• Reliable and dedicated internet connection (at least 100 Mbps) which allows for interruption-free working time

• Must have ability to work in either Customer Contact Center (CCC) location – Irwindale, CA or Redlands, CA.

• Based on business needs, onsite work at a CCC location may be required on a routine basis. Candidates who reside more than 75 miles from either location will not be considered

• Flexibility to work weekends, holidays, and overtime (may be required as early as during training and/or nesting periods) when needed to accommodate business needs

• Passion for helping people, the desire to exceed customer expectations, and the ability to resolve multiple issues daily with empathy

• Commit to completing the entire duration of the ENA training without interruption and pass written and quality assurance assessments required for continued employment

• Able to learn, retain, and answer 80 to 100 calls per day while providing multiple products and services to various types of customer calls

• High School graduate or equivalent

The preferred

• Associate or Bachelor's degree

• Self-starter with positive attitude and high-level of professionalism

• Knowledge of SAP or similar ERP systems

• Prior experience in a teleworking environment

• Technically savvy with the ability to troubleshoot systems

• Experience using multiple resources, databases, and computer systems to analyze information and generate solutions

• Experience communicating complex information to all audience levels

• Proficient in Word and Excel and ability to type 35 words per minute

• Exceptional problem-solving skills

• Ability to actively listen and connect with customers to meet their needs

• Ability to maintain composure and respect when resolving complex customer issues

• Experience handling confidential customer information

• Follows safety protocols and safe work practices

• Ability to succeed in a structured, goal-oriented environment

• Excellent written, verbal, and computer skills

You should know

• This position’s work mode is Remote. Based on business needs, onsite work at a CCC location may be required on a routine basis. Candidates who reside more than 75 miles from either location will not be considered

• Please visit Edison Careers-Energy Advisor (https://www.edisoncareers.com/page/show/EnergyAdvisor) to learn more about this role.

• There are multiple positions with a scheduled start date in June 2023 (subject to change).

• Class requires a commitment to be in attendance every day for the duration of training and nesting. Additionally, employees will be required to be on camera through video conferencing technology for the entirety of training.

• This position offers a competitive hourly rate of$28.38/hour (non-negotiable) upon successful completion of New Hire Training (non-negotiable).

• We offer a fantastic Total Rewards Package that includes things like a wide selection of health plans, preventative health reimbursement, 401(k) savings plan with company match and automatic company contributions,paid Time Off (Vacation, Illness, Holiday and Flex days),tuition reimbursement,Wellness incentive program ($400 Reimbursement),professional development, volunteer programs, employee assistance program, electric service discount (if you live within the SCE territory, and many more perks. Visit our Candidate Resources page (https://www.edisoncareers.com/page/show/Candidate-Resources) to get meaningful information related to benefits, perks, resources, testing information, and the hiring process, and more!

• Get in the action! Position may require working any day of the year, planned or during emergencies. This could involve extensive continuous overtime during the normal shift as well as weekends and holidays.

• Relocation does not apply to this position.

Testing

• This position requires testing and applicants who are identified to continue through the selection process will be invited to test via email. We invite you to visit our Candidate Resources page (https://www.edisoncareers.com/page/show/Candidate-Resources) for further information and to access information guides. For information guides, please reference tests (5308, 8101) . The information guides will describe the technology requirements necessary to complete the online tests. Candidates who have previously passed these assessments, in some cases, may not need to retest again for this position.

The successful candidates are expected to:

• Have access to reliable home internet with recommended speeds higher than 100 Mbps.

• Collect telework equipment and training materials at the SCE Rancho Cucamonga facility.

• Attend remote training and Telework until further notice. Per Management’s discretion, including consideration of all safety concerns, candidates must be prepared to work at their designated SCE work location.

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.