CE Customer Assistance Advisor

Title: CE Customer Assistance Advisor 
Company: Tampa Electric Company 
State and City: Florida - Brandon
Shift: 8 Hr. X 5 Days

 

 

POSITION CONCEPT

The CE Customer Assistance Representative serves as the SME in Customer assistance. Provides support to Leads by handling escalated customer referrals requiring agency assistance.  Responsibilities include determining applicant eligibility, referring and follow-up with customers and making arrangements/installment plans as needed. Supports the social service functions including Medical Watch and the Share Program.

 

PRIMARY DUTIES AND RESPONSIBILITIES  

 

Customer Assistance

• Place outbound calls to customers: PGS and TEC accounts in arrears, PGS and TEC disconnected accounts including closed accounts with pending refund checks.
• Contact escalated customers (Lead Referrals, PSC complaints, BBB complaints, BOCC and Mayors Office complaints, Referrals from agencies, Referrals from Corp. Comm)
• Review and analyze personal & confidential information (income & household info) and accounts to determine eligibility and assistance options
• Refer customers to the appropriate agencies based on agency requirements
• Follow up on customers to confirm whether they received an agency appointment
• Negotiate upfront payment with installment plan/payment arrangement
• Use resources to locate agency assistance information.
• Remain up to date of available funding sources and eligibility requirements
• Send agency direct referral requests
• Assist with monitoring Incoming Agency Faxes and create commitment in Agency Portal
• Email Commitment Confirmation Letters (for agencies utilizing fax option) to appropriate Agency POC
• Build and maintain external relationships with community agencies and LIHEAP providers
• Adhere to strict deadlines to ensure interruption of service does not occur in the event of pending agency assistance.
• Manage and respond to incoming calls from community agencies through a dedicated phone line (Agency Queue), ensuring prompt and professional service while providing accurate information and addressing inquiries raised by community agencies.

 

Medical Watch 

• Retrieve and respond to requests for Medical Watch – New Enrollment
• Observe HIPPA requirements by not sharing medical information received from customers on medically essential equipment
• Send Medical Watch Application Packages to customer
•  Review completed Medical Watch Applications and update account
• Retrieve and respond to requests for Medical Watch - Existing Customers
• Contact Customer and follow-up on Medical Watch pending requests for arrangements
• Follow-up on Medical Watch accounts in arrears (arrangements, agency referral, manual review)

 

Administrative/Projects

• Participate in Special Projects as requested
• Support Intern/Co-op as needed with administrative tasks
• Support testing when needed
• Participate in agency energy fairs and assistance outreach events
• Share Program Contact customers for Share Promotions (ex. External Partnerships - Tampa Bay Lightning and Tampa Bay Buccaneers)
• Complete and process Share Applications when necessary

 

Minimum Qualifications

Education/Training

• Required:    High School diploma or equivalent.   
• Preferred:    An Associate Degree in a relevant field, such as Business.

 

Related Experience

• Required:        
  • 2 years Customer Service experience required, preferably resolving customers’ inquiries and situations.
  • 1 working in a Windows PC/Microsoft environment, and Internet usage.
• Preferred:    
  • 2 years customer service experience with a focus on customer assistance programs, eligibility requirements and federal funding sources.

Knowledge/Skills/Abilities

Required: