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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:  
  •  A minimum of two years Customer Service experience required, preferably resolving customers' inquiries and situations.
  • A minimum of one year of working in a Windows PC/Microsoft environment, and Internet usage.
• Preferred:    
  • Two years customer service experience with a focus on customer assistance programs, eligibility requirements and federal funding sources or experience as a CSP IV or V at Tampa Electric. 

WORK CONDITIONS
Will require sitting for extended periods of time; overtime hours may be required based on business needs. 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.