Customer Support Advocate- Business Advantage

OGE Energy Corporation; Oklahoma City (OK); On-site; USD 44,000 - 56,000; Full time

Job summary

An established industry player is seeking a Business Customer Account Representative to engage with business customers and enhance their experience with energy solutions. In this dynamic role, you'll assess energy usage patterns, provide tailored solutions, and drive efficiency improvements. Your ability to build strong relationships and communicate effectively will be key to success. This position offers a chance to make a significant impact on customer satisfaction and energy efficiency initiatives, all while working in a supportive office environment. If you're passionate about customer service and energy solutions, this is the perfect opportunity for you.

Qualifications

• 1 year prior OGE call center experience or 3 years sales/account management experience.
• Strong customer relationship building and delivery of customer-centric solutions.

Responsibilities

• Assess customer energy usage and provide advice for efficient consumption.
• Resolve customer issues and enhance relationships through account management.
• Proactively communicate engagement opportunities around energy efficiency.

Skills

Sales/Account Management

Customer Service

Data Analysis

Bilingual (Spanish)

Microsoft Applications

Communication Skills

Problem Solving

Education

High School Diploma/GED

3 years sales/account management experience

Tools

Microsoft Office

Job description

JOB INFORMATION

* Job Title: Business Customer Account Rep I

* Grade: Non-Exempt 36

* Job Code: 126861

JOB SUMMARY

Work with business customers and business market segments to resolve questions and problems using standardized and non-standardized resolution processes. Develop an understanding of customer use of OGE products and services to provide technical solutions, necessary resources to resolve issues, and advise customers of actions and programs that will improve the efficient use of OGE product. As sales opportunities are identified, proceed to close on those opportunities. Drive continuous improvement by identifying improvement opportunities to OGE processes so that customer issues are prevented where possible.

LEVEL OF RESPONSIBILITY

* Routine duties based on detailed instruction. Works under direct supervision. Responds to routine questions and problems within standards and guides. Follows established procedures to accomplish requirements of job.

ESSENTIAL FUNCTIONS

* Assess customer energy usage for patterns and trends to offer advice for more efficient and less costly energy consumption, including calculating and evaluating rate comparisons on multiple accounts.

* Discuss energy efficiency opportunities with customers on load factor and reactive power of current equipment to include changes in behavior to improve electric service efficiencies (Power Factor Correction).

* Maintain a safe work environment consistent with company policies.

* Determine and implement resolutions to customer issues for new and existing service.

* Share territory assignments and large commercial and industrial customer responsibilities with Account Executives to resolve issues for these customers, increase sales opportunities, and manage customer contracts.

* Proactively communicate to assigned customer base to promote engagement opportunities around energy efficient programs, products, services, and forthcoming events.

* Resolves technical concerns through understanding the power distribution system and company terms, conditions, and tariffs and additional research on company's products and services, as needed.

* Accompany Account Executives to offsite customer locations, as a SME on shared assigned accounts, and independently visit non-shared assigned accounts that require in-person visits.

* Provide account management services and enhance relationships with customers located in a geographical territory dedicated to the representative.

* Collects, analyzes, and summarizes data for commercial and industrial customers on opportunities and requests.

* Proactively reviews customer energy usage patterns and behaviors to provide products and service recommendations and energy efficiency solutions to support customer interest, needs, and satisfaction.

* Resolves product or service concerns by determining potential root cause of a problem; selecting and explaining the best solution; expediting corrections or adjustments; providing proper following up to ensure resolution.

* All other duties as assigned.

REQUIREMENTS

* High School Diploma/GED And 1 year prior OGE call center experience, Or

* 3 years sales/account management experience.

PREFERRED QUALIFICATIONS:

* Spanish bilingual is strongly preferred for this opportunity.

* Prior experience in an OGE Call Center

WORKING CONDITIONS

* May be required to travel, including overnight stays.

* Extensive use of computer and phone system.

* May be required to work overtime, weekends and/or holidays.

* May be required to work non-standard work schedules to include on- call and call-outs.

* Work is mostly performed in an office environment.

SPECIAL SAFETY REQUIREMENTS

* Member will not be required to drive in order to perform their job duties.

* Member is not required to perform any safety sensitive duties.

KNOWLEDGE, SKILLS AND ABILITIES (KSAS)

* Basic knowledge of financial and/or statistical analysis.

* Ability to thrive in a fast paced, dynamic environment.

* Maintain a professional demeanor during all customer interactions.

* Ability to handle complex public contacts, including in-person visits, in an appropriate and professional demeanor.

* Intermediate level computer skills with knowledge in Microsoft applications and other related software.

* Ability to interface with and effectively communicate with customers.

* Strong listening skills.

* Ability to interface with diverse personalities and receive instruction, guidance and direction from others.

* Building strong customer relationships and delivering customer-centric solutions.

* Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

* Working knowledge of customer interface systems.

* Understanding of basic commercial rate structure.

* Basic knowledge of OG&E electrical system.

* Sense of ownership of customer issue resolution processes.

HEALTH AND SAFETY (MEDICAL/DOT REQUIREMENTS)

* Pre-Employment Drug Screen

SALARY RANGE

$44,034 - $55,037