Customer Support Operations Generalist

Join the Clean Energy Revolution

Become a Customer Support Operations Generalist at Southern California Edison (SCE) and build a better tomorrow. In this job, you’ll provide exceptional customer support, process applications and invoices, and resolve account issues. You’ll also answer questions related to SCE’s Medical Baseline program, energy efficiency, and income-qualified programs. As a Customer Support Operations Generalist, 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?

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.

Minimum Qualifications

- One or more years of experience researching, analyzing and interpreting complex customer data, and information.

Preferred Qualifications

- One or more years of experience with CARE and Income Qualified programs.

- 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.

- One or more years of experience with C4, S4, SAP, Microsoft Excel, Outlook, and SharePoint.

- Ability to lift to 25 lbs and operate basic office equipment (copier, fax, scanner, etc.).

Additional Information

- 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 work and 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!

- Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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.

Southern California Edison is a proud Equal Opportunity Employer, including disability and protected veteran 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.