Job Description Join the Clean Energy Revolution

Become a Customer Support Senior Support at Southern California Edison (SCE) and build a better tomorrow. In this job, you will provide customer service support through processing customer applications and invoices. This role serves in account resolution of escalated issues and answers technical and moderately complex questions related to SCE’s energy efficiency and income qualified programs. Senior Support reviews required documentation to confirm program specifications have been met, reviews/approves, handles, and processes program applications and analyzes all required documents. The Senior Support responds to internal and external customers via phone and email to answer questions and resolve escalations. On occasion will be required to take emergency phone calls to support the service level in the Customer Contact Center (CCC). As a Customer Support Senior Support , your work will help power our planet, reduce carbon emissions and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

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

• Sort Mail which consists of opening incoming US mail, separating based on type, distributing to processors to complete applications. Scan/Upload documents via Kofax: OCR, SharePoint, and PEV. Safeguard customer confidential documents adhering to SCE’s and CPUC retention policies.

• Gather, analyze documents to ensure compliance and Customer Satisfaction is met when processing invoices, applications, and renewal of programs. Customer outreach providing guidance on missing or incorrect applications, rebates, and Service Orders.

• Processing applications includes but is not limited to, validating information on applications, research, identifying missing information, accuracy of data, and verifying account eligibility status, while completing multiple tasks as assigned.

• Special projects, deliver training, create, and develop training material in alignment with SCE and CPUC mandates. Report findings to stakeholders. Manage and complete daily reports and spreadsheets required by each program keeping Program Advisors appraised of all updates and changes.

• Internal/External customer inquiries: Support other areas of responsibilities including but not limited to energy efficiency income qualified and outage call types that capture hazardous conditions. These calls can include public safety service issues, wires down, pole, streetlight, and 911 police and fire agency reporting.

The essentials

• 2 years or more of Income Qualified Program experience

The preferred

• CARE Processing experience

• Ability to provide training to other Processors in the department

• Experience with reporting

• Ability to work cross functionally with other organizations on escalated issues

You should know

• The position’s work mode is remote . Employee is able to work primarily at home or remote however, the employee may be expected to come to an SCE facility on occasion. Unless otherwise noted, employees are required to reside in the state of California. Hiring organizations can add further requirements related to specific jobs. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.

• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!

• The primary work location for this position is Irwindale.

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.