Posted: Wednesday, February 7, 2018 11:36 PM
Compensation Data 13;
Position Summary 13;
The primary role of a Customer Program Specialist is to process and maintain customer data for CPS Energy customer assistance programs, prepare data for input/output and analyze data according to program requirements, and report departmental progress and metrics. Interacts with customers via telephone, e:mail, and website and provides research support for customer account issues. Processes customer applications daily. Holds customer information confidential. Ensures customer information is filed in proper order for future recall/storing. Prepares and mails correspondence to customers notifying them of their application status and or any missing documentation.
Tasks and Responsibilities 13;
:Process incoming Customer Assistance applications and documentation accurately and timely and maintains detailed database log reports.
:Analyze and validated customer account information in SAP and Salesforce systems.
:Perform administrative duties such as data entry, prepare correspondence to customers and maintain area files and databases.
:Ensure customer information is protected, and filed/stored in accordance with corporate policies and procedures.
:Provide timely and accurate information to departments as may be required.
:Handles escalated new customer account inquiries.
:Mail handling and recording.
:Assist customers with information regarding CPS Energy services and any additional programs offered.
:Process and document incoming faxes, e:mail and internet requests from customers on programs offered, and rebate information.
:Research and change records and tables as requested.
:Perform related work as required.
:Perform various account and application corrections (e.g. mail address changes, ID changes, name corrections, etc.) according to established procedures.
:Verify all customer forms are signed and complete for the enrollment process.
:Issue Miscellaneous Debits/Credits.
:Analyze and process notifications and/or correspondence received from internal and external customers.
:Handle irate customers in difficult and stressful situations with diplomacy, tactfulness, and controlled emotions.
:Maintain high level of accuracy and accountability of work.
:Successfully work in groups and independently in the performance of job duties.
:Other job related duties as directed to achieve outreach and marketing goals.
:Handle escalated new customer account inquiries.
:Perform other duties as assigned 13;
Minimum Skills 13;
Personal Computer Usage 13;
Minimum Knowledge and Abilities 13;
Ability to listen and understand the customer needs to thoroughly assist them with the current need of assistance. 13;
Ability to maintain and possess a high degree of accuracy and accountability of work 13;
Ability to work with all levels of customers internal and external across the organization 13;
Ability to effectively communicate (written and verbal) at all levels of the organization 13;
Demonstrated ability to multi:task various critical work assignments proactively and independently in a fast paced environment and in a professional manner. 13;
Possess a valid driver's license with a history of a safe driving record in accordance with CPSE policies, procedures, safety standards, and applicable laws and regulations 13;
Working knowledge and experience in SAP, customer service 13;
Ability to work an adjusted schedule as needed to meet deadlines. Ability to work call duty to include holidays, nights, and weekends as well as ability to work unscheduled overtime when needed. 13;
Ability to understand the CPS Energy Customer Service process and billing. 13;
Consistently maintains a high degree of confidentiality and professionalism and communicates the importance of both to others 13;
Preferred Qualifications 13;
:Proficient in Salesforce
:Must have a favorable driving record
• Location: San Antonio
• Post ID: 35662807 sanantonio