Job Description

Join the Clean Energy Revolution

Become an Energy Advisor 2 at Southern California Edison (SCE) and build a better tomorrow. In this job, youll be part of a world class team who loves to solve problems and is solutions-oriented and committed to providing excellent customer service in a fast-paced and continually changing environment. As a representative of this team you will serve as SCEs first line of contact, negotiating the best solutions while balancing the needs of our diverse customers. Working on the front lines of response to our customers and communities, you will be behind every light switch, making contributions, big and small, to help Southern California thrive. You will come in every single day knowing the work you do has a positive impact and that you're making a huge difference.

This role is a great way to launch a rewarding career at Southern California Edison! As an Energy Advisor 2, 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?

Our Energy Advisor (ENA) position was designed with you in mind. As an ENA you will receive hands-on training, leadership, and coaching to ensure your success is guaranteed.

Guess what? There's more. As a Trainee, you get up to Eleven (11) Weeks paid training on a full-time basis. The program includes formal classroom training combined with on-the-job training at your future work location. Once you successfully pass, you will graduate to become a full-fledged, World Class Energy Advisor.

* Mandatory Post-Hire Training (up to 11 weeks): Monday - Friday 8:00am 5:00pm.
* Training New Hire written assessment test, Quality Assurance assessment Must pass for continued employment
* 8 weeks of On-the-Job training (i.e. nesting period) Must meet performance standards for continued employment

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

* Work in a fast-paced contact center environment, engages authentically with residential customers who look for expertise, solutions, and advice on their electric utility services
* Handle 80-100 inbound customer calls per day
* Actively listen to customer needs and adjust style and level of detail for the audience
* Deliver high quality, courteous, and professional customer service
* Manage and resolve customer complaints with empathy
* Analyze and resolve concerns using multiple systems to provide appropriate energy solutions
* Maintain a safety-conscious work environment by following Edison safety protocols and safe work practices
* Serve as SCEs first line of contact, negotiating the best solutions while balancing the needs of our diverse customers
* 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

* Bilingual Vietnamese
* Three (3) years of customer service experience, including technical sales/support, phone, or in-person sales/support
* High School diploma or equivalent
* Ability to work remotely and/or at the assigned work location
* Teleworking/Virtual Office Requirements: have a secured workspace with a desk and chair, and a reliable, dedicated internet connection
* 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 post-hire training schedule without interruption
* Flexibility to work any shift, including weekends, holidays, and overtime when needed to accommodate business needs
* Willing and able to answer 80 100 calls per day
* Able to learn, retain, and apply knowledge of multiple products and services to multiple types of customer calls
* Successfully complete SCE pre-employment assessment, background screen, and drug screen
* Able to pass written and quality assurance assessments after completing training

The preferred

* Associate or Bachelor's degree
* Prior experience in a teleworking environment
* 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
* Technically savvy with the ability to troubleshoot systems
* Experience handling high call volumes
* Experience using multiple resources, databases, and computer systems to analyze information and generate solutions
* Ability to actively listen and connect with customers to meet their needs
* Knowledge of SAP or similar ERP systems
* 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

* Please visit Edison Careers-Energy Advisor to learn more about this role.
* There are multiple positions with a scheduled start date of July 2021 (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 $24.96/hour (non-negotiable) and $1.42/hour language differential upon successful completion of language testing and contact center 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, and many more perks. Visit our Candidate Resources page 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.
* 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 for further information and to access information guides. For information guides, please reference tests (5307, 8101 and 4306). Candidates who have previously passed these assessments, in some cases, may not need to retest again for this position.
* Subsequent language testing to follow: Dates TBD.
* You may be requested to complete an OnDemand digital video interview as part of the hiring process. Click here to get more details on digital interviewing and tips to help you prepare.
* Relocation does not apply to this position.

Additional Information Related to COVID-19:

The successful candidates are expected to:

* Complete a COVID-19 questionnaire upon request (via email).
* Have access to 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 Managements 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. Were fueling the kind of innovation thats 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, youll 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.

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