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 Advisor serves as the SME in the area of Customer assistance. The position 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. This position also 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.
• ontact 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

Knowledge/Skills/Abilities

• Required:
  • Communication skills
  • Problem-solving skills
  • Critical thinking 
  • Computer skills: Demonstrated intermediate to advanced Microsoft Office skills, especially in Excel
  • Collaborative skills
  • Ability to adapt to constantly changing priorities in managing various projects simultaneously
  • Strong judgement and analytical skills
  • Ability to work independently, as well as, in a team 
  • Ability to make decisions and carryout appropriate course of action in customer situations with minimum amount of guidance. 
  • Be able to express empathy, interest and caring and have great listening skills and be able to use appropriate tone and pitch to create sincerity.
• Preferred:
  • Basic knowledge of the rules, procedures and guidelines for funding sources for Social Service Agencies.
  • Experience using SAP in order to perform inquiries and specific transactions.
  • Proficient in gas and electric operations.

Education/Training

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

Related Experience

• Required: