Note: The job is a remote job and is open to candidates in USA. Southern California Edison (SCE) is a clean energy company focused on innovation, cleaner energy, and reliable customer service. The Customer Support Operations Generalist provides customer support, processes applications and invoices, resolves account and billing issues, and answers questions about medical baseline, energy efficiency, and income-qualified programs.
Responsibilities
- Communicates on standard matters with other corporate personnel and/or external customers, responding to customer correspondence in various channels excluding incoming phone calls
- Compiles lists of orders that may involve billing program or service issues; reviews and corrects business process exceptions, error listings and other reports
- Confirms, analyzes, summarizes, and transcribes information and data from various sources. Prepares and maintains digital and/or paper files, reports, system records and databases
- Receives inbound calls and responds to customer requests, inquiries, complex billing, complaints or high bills
- Provides price & availability, formal quotations and other pre and post order support functions. Performs backup coverage within specific team and across other teams of similar function. Proactively follows up on order backlog to ensure order details are current
- Facilitates the review of customer issues contributing to the regular analysis of top issues and launch projects
- Processes written customer correspondence and provides the appropriate level of follow-up in a timely manner
- A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity
Skills
- One or more years of experience researching, analyzing and interpreting complex customer data, and information
- One or more years of experience with CARE and Income Qualified programs
- One or more years of experience with C4, S4, and/or SAP
- Proficiency with Microsoft Excel, Outlook, and SharePoint
- Ability to lift to 25 lbs and operate basic office equipment (copier, fax, scanner, etc.)
- Ability to interface effectively with clients, peers, and management
- Strong analytical skills to assess, research, and make sound decisions
- Ability to take initiative and accountability for accuracy and results
- Excellent written and verbal communication skills; customer-focused and collaborative
Benefits
- Remote work mode; employees can work primarily from home or remotely, with occasional work at an SCE facility
Company Overview