CSR-EMS Renewables

Job Description EMS Renewables

1. Successfully completes technical and other training in support of the Client renewable energy programs

Training includes classroom and virtual study

Training on web-based Energy Efficiency Collaboration Platform (EECP) and Microsoft applications such as Outlook, Jabber and Teams

2. Serves as a liaison between customers and Energy Management Team Members for participation in renewable energy programs.

3. Will schedule inspections, analyze, approve, and process renewable energy applications through completion via the web-based Energy Efficiency Collaboration Platform (EECP).

4. Responsible for processing net meter applications for all customer rate classes available. Coordinates efforts with Renewable program manager to ensure proper review of complex data to receive approval. In addition, team members work closely with other departments to ensure meter set process takes place within the required timeframe per tariff.

5. Resolves questions and concerns from solar installers and customers via email and over the phone.

6. Provides first level resolution of trouble customer email and phone inquiries regarding customer owned solar and battery storage programs.

7. 100% of the day is spent in a combination of working with customers and solar/battery storage questions via email and over the phone while processing our renewable energy programs applications.

8. Responsible for move ins, move outs, payment arrangements, trouble ticket entries, and meter check requests. Responds to customer e-mail requests received from the Company internet website Renewable Energy programs.

9. Responsible for establishing the billing for new Renewable Energy participants and reporting program participation levels. Which includes but is not limited to resolving pre and post billing exceptions related to the most complex residential and commercial account configurations. Leads and defines efforts to detect, analyze, and resolve exceptions related to service orders, device, or program related issues on accounts which prevents accounts from billing. Develops and maintains procedures for most complex exception PV related processes. Identifies and defines case requirements and closure rules related to exception case resolution of all types to enhance our Net Metering Bot initiative.

10. Responsible for assigning and maintaining the Recorder Identification number to each Premise associated with Net Metering Accounts. Which includes but is not limited to collecting, editing, and maintaining the Recorder Identification number associated with Net Metering Accounts to resolve issues associated with data discrepancies and irregularities for the Load Research Team and other software applications.

SUPERVISION

Indirect: Supports the EMS Renewable Program Manager. Also, provides training to new hires within the department providing an overview of processes and services provided by the EMS Department and Program Support Team for all Renewable Tasks.

RELATIONSHIPS

Key Internal: Works closely with all levels of management and has direct interaction with internal customers within the Energy Management Service Staff. Includes but is not limited to working closely internally with all levels of team members in Customer Experience, CE Workforce Management, CE Training Team, CE Policy & Procedures Team, CE Strategy, Digital Customer Experience, Project Managers, Revenue Protection Leadership Team, Field Inspectors, Meter Operations Team, Field Engineers, Contractors, Customer Service department, B&I, Accounts Payable, New Construction, Lighting, Zap Cap, Billing & Exceptions, CE Quality Assurance and Executive Complaints.

Key External: Interfaces with Customers, Contractors, and Vendors.

QUALIFICATIONS

Education

Required: High school diploma required

Preferred: Associate degree preferred.

Experience

Required: A minimum of 2 years of Customer Service and Administrative experience.

Preferred: 5 years of direct work experience in Customer Service, Sales, Energy Conservation, and all Renewable Energy Programs at client.

Knowledge, Skills & Abilities

Required:

• Above average interpersonal, communication, and oral presentation skills required. Proficient in Microsoft Office Suites.
• Excellent customer service skills and strong written and oral communication.
• Attention to detail and a high level of initiative and teamwork are also required.
• Must have a thorough understanding of the internal and external relationships that impact the department.
• Demonstrated effective leadership and team skills.

Ability to apply strong judgment and demonstrate initiative in developing solutions to complex or recurring issues. Preferred:

• Working knowledge in using Workforce Optimization within Cisco Verint and eProduct Analytics

LEADERSHIP COMPETENCIES

Speaks up on Safety, Health, and the Environment

Takes Ownership and Acts with Integrity

Drives Operational Excellence for Customers

Builds Strong, Collaborative Relationships

Develops People and Teams

Cultivates Innovation and Embraces Change

Thinks Strategically and Exercises Sound Judgment

WORKING CONDITIONS

Hybrid 2-3 days onsite

Ybor office 1898 Nuccio Parkway Tampa, FL 33602