Title: B&I Account Specialist
Company: Tampa Electric Company
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days
POSITION CONCEPT
The Account Specialist serves as the focal point of contact for Tampa Electric and Peoples Gas Business & Industry (B&I) customers. This position provides the Tampa Electric Account Managers with billing support for their assigned key customers. This role also maintains effective customer relationships, ensuring optimal customer satisfaction while meeting business needs.
PRIMARY DUTIES AND RESPONSIBILITIES
Responsible for handling inbound customer contacts in a timely manner for electric and gas commercial customers. The @types of calls include, but are not limited to, credit arrangements, turn-on and turn-off service requests, emergencies, billing and remittance inquiries, and miscellaneous questions pertaining to their accounts. If appropriate during the call, also promote the company's products and services to increase participation.
Deliver customer service to our online electric and gas commercial customers by responding to email inquiries, guiding callers through troubleshooting, or navigating the company site/portal, while ensuring optimal customer satisfaction and maintaining effective customer relationships
Provides a single point of contact for Key Account Managers to develop long-term relationships. This requires proactive contact with customers to assess customer satisfaction and business needs. Proactively reviews/audits the accuracy of rates, taxes, and codes for commercial accounts. Performs periodic review of historical usage patterns and communicates results. Maintains favorable contact with assigned Key Account Managers related to service order processing, power outages, and power quality. Thinks strategically and exercises sound judgment at every level to identify and resolve issues and refer to appropriate departments as needed. Serves as point of contact for tracking of work orders, issues, and performs follow-up with all involved parties. Meets with various departments to partner and enhance direct support in achieving customer satisfaction.
QUALIFICATIONS
Education
Required: A minimum of a high school diploma
Preferred: An associate degree
Experience
Required: A minimum of three years of related customer service experienceA bachelor's degree from an accredited university may be considered in lieu of two (2) years' experience.
Preferred: Previous experience of Commercial Electric or Gas Utility Experience; Bilingual
Knowledge/Skills/Abilities
Required:
Demonstrates skill in providing effective service to business customers.
Ability to work independently with minimal supervision.
Ability to meet contact center metrics
Must be proficient in Microsoft Office Suite including Word, Outlook and Excel.
Demonstrates effective interpersonal, customer service and oral communication skills.
Preferred:
Knowledge of SAP/CRM, and Workpro systems. Knowledge of utility business rates, billing components and credit policies.
JOB RELATED COMPETENCIES
Takes Ownership and Acts with Integrity
Drives Operational Excellence for Customers
Thinks Strategically and Exercises Sound Judgement
Cultivates Innovation and Embraces Change
Speaks Up on Safety, Health, and the Environment
Develops People and Teams
Builds Strong, Collaborative Relationships
WORKING CONDITIONS
Occasional overtime may be required.
Ability to both sit and stand while taking customer requests via phone.
Hybrid schedules and work from home are available after completing the training period.
Being a TECO employee requires you to be available on an "as-needed basis." As part of the company's required storm duties, team members are expected to report to the assigned storm location once sustained winds have dropped below 40 miles per hour. Some team members may be required to be at their work storm location prior to the storm making landfall.
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.
Nearest Major Market: Tampa
Job Segment: CRM, ERP, SAP, Customer Service, Technology
