Customer Service Energy Advisor Bilingual

CPS Energy; San Antonio (TX); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid work environment

In-office training

Job summary

CPS Energy in San Antonio seeks a bilingual Energy Advisor to assist customers, troubleshoot billing issues, and promote energy efficiency. The role requires a rotating on-call schedule and the ability to work in a fast-paced, multi-system environment.

Ideal candidates will be fluent in Spanish and English with call center or customer service experience, proficiency in Microsoft Office, and a strong commitment to service excellence. Training includes earning on-site performance-based deployment.

Qualifications

• Fluent in Spanish and English with ability to pass comprehension exam.

Responsibilities

• Troubleshoots and handles emergency orders with urgency and accuracy.
• Delivers one-call resolution with exceptional customer service on every interaction.
• Uses multiple computer systems to provide accurate solutions on each call.
• Participates in a call duty rotation to support emergency volume outside regular hours.
• Analyzes and communicates effectively with customers about complex questions.

Skills

Bilingual Spanish/English

Education

Bachelor’s degree or pursuing in related field

Tools

SAP

Job description

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Customer Service Energy Advisor Bilingual

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

Deadline to apply: October 30, 2026 11:59pm

Pay Grade

8

A central component of the Energy Advisor (EA) role is to serve the community in troubleshooting and issuing emergency-related orders in a 24/7 call center environment. EAs serve as a resource in investigating and resolving complex issues related to customer billing and collection of accounts receivable, including research and analysis of gas, electric, and non-commodity accounts, products, and services. Through analyzing customer accounts, EAs help our customers make their homes and businesses more energy efficient. The position involves a call duty rotation that requires logging in to support emergency call volume outside of regularly scheduled hours as needed. Furthermore, in this role, you will be a trusted advisor to assist customers in managing their accounts and offering products and services that help customers become more knowledgeable about energy and energy efficiency strategies.

Tasks and Responsibilities

• Troubleshoots and handles emergency-related orders with a sense of urgency and accuracy, providing emergency information and instructions on each order.
• Delivers consistent one call resolution while applying exceptional customer service expertise to every customer interaction.
• Uses multiple computer systems, tools, and communication methods to provide accurate solutions on each call.
• Participate in a call duty rotation that requires logging in to support emergency call volume outside of regularly scheduled hours as needed.
• Analyze and communicate effectively with customers regarding complex questions to provide complete and accurate information.
• Working in a fast-paced environment, assisting customers by phone to develop service-related solutions with information regarding CPS Energy services and customer accounts utilizing SAP software.
• Research and respond to billing disputes, deposits, final bill accounts, high bills, rebates, solar calls, etc., to resolve customer concerns.
• Process and handle customer requests for billing, electric and gas emergency calls, move-ins, move-outs, media inquiries, emergency threats, and additional customer information inquiries.
• Provide technical support and troubleshoot customer online access issues.
• Probe, educate and counsel customers regarding energy efficiency and account management including the review of energy audit reports (MMA, My energy portal etc.).
• Assist customers by consistently using empathy, patience, tact, and diplomacy on every call.
• Overcome objections using effective customer service techniques and persuasive skills to help implement payment solutions.
• Adheres to company practices & policies while providing general support for moves, collections, and miscellaneous services.
• Promotes and ensures compliance with company safety programs.
• Collaborate with our internal and external groups such as; System Operations, law enforcement, agency partners, Customer Response Unit (CRU), etc.
• Other duties as assigned.

Minimum Knowledge and Abilities

Fluent in both Spanish and English with ability to pass comprehension examination

Experience in a call center environment, customer service, sales, or military service.

Effective interpersonal and customer service skills.

Ability to work Call Duty w/ a rotating on-call shift to incl fluctuating sched during per of high demand, extreme weather, or other emergencies; Energy Advisors may need to assist when they are called upon for add on-call schedules & mandatory overtime.

Proficient in Microsoft Office Package, including word processing, spreadsheets, databases, and Outlook mail.

Strong ability to multi-task in a fast-paced environment, navigating multiple systems and software.

Basic knowledge of fundamental concepts, practices, and procedures of a particular field of specialization.

Ability to work in a team environment, coordinating with other areas to achieve goals and objectives.

Well-developed written and verbal communication skills for interaction with all levels of personnel.

Strives for perfect attendance and punctuality, ready to take the call at the start of their shift.

Ability to successfully complete training and all testing. (Failure may result in termination)

Ability to make recommendations and independent decisions

Must be a motivated self-starter with the ability to work with minimal supervision at times

Basic math skills (addition, math, multiplication, and division); demonstrated ability to work with numbers; 10-key skills

Preferred Qualifications

• 30 hours of college course credit.
• Experience with SAP.
• Bachelor’s degree in Business, Finance, IT or any related fields OR actively pursuing.

Serving Customers

Working with Ambiguity

Showing Caring and Understanding

Demonstrating Initiative

Acting with Integrity

Communicates Effectively

High School Diploma or GED

Required Certifications

Hybrid work environment is performance based with in-office training. Indoor work, operating computer, manual dexterity, talking, hearing, and repetitive motion.

Use of personal computing equipment, telephone, multi- functioning printer and calculator. Ability to travel to and from meetings, training sessions or other business-related events. After-hours work may be required.

Physical Demands

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.

Nearest Major Market: San Antonio
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