EMS Program Support Analyst
Tampa Electric Company
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Benefits offered by this job
Job summary
Tampa Electric Company is seeking an EMS Program Support Analyst to assist the Energy Management Services team, helping customers enroll in conservation and renewable programs and handle inquiries.
The role focuses on customer contact, program processing, and collaboration with internal and external stakeholders, with bilingual English/Spanish skills highly valued.
Qualifications
- High school diploma or equivalent required; associate degree preferred.
- Four years of customer service, analytical, billing, or related experience.
- Alternate: associate's degree with three years of related experience.
- Experience in utility, energy, or billing environment is a plus.
- Strong communication and bilingual English/Spanish abilities are valued.
Responsibilities
- Serve as a primary contact for customers and contractors via phone, email, and other channels.
- Schedule residential and commercial energy audits and promote programs.
- Analyze and process energy incentives, rebates, and interconnection applications.
- Respond to inquiries on conservation and renewable energy programs.
- Educate customers on energy usage trends and program benefits.
- Coordinate with engineering, program managers, contractors, and customers.
Skills
Education
Tools
Job description
Title: EMS Program Support Analyst
Company: Tampa Electric Company
State and City: Florida- Tampa
Shift: 8 Hr. X 5 Days
Tampa Electric is seeking an EMS Program Support Analyst to support our Energy Management Services (EMS) team and help customers participate in energy conservation and renewable energy programs.
In this role, you will serve as a primary point of contact for residential and commercial customers, contractors, and internal stakeholders regarding conservation incentives, renewable interconnection applications, energy‑saving programs, and customer account inquiries.
The ideal candidate combines strong customer service skills with analytical abilities and attention to detail. We welcome candidates who can communicate effectively with diverse customer populations, and bilingual English/Spanish skills are highly valued.
This position offers the opportunity to develop technical knowledge of utility operations, energy efficiency programs, renewable energy initiatives, and customer energy management solutions while contributing to Tampa Electric's commitment to customer satisfaction and energy conservation.
This role works under direct supervision and receives mentoring and training from senior EMS team members.
- Serve as a primary point of contact for customer and contractor inquiries through phone, email, and other communication channels.
- Schedule residential and commercial energy audit appointments.
- Promote participation in Energy Planner, Prime Time Plus, Renewable Energy, and Zap Cap programs.
- Assist customers with move-ins, move-outs, payment arrangements, meter check requests, and service-related inquiries.
- Respond to customer and contractor requests regarding conservation and renewable energy programs.
- Analyze, approve, and process residential and commercial energy conservation incentives and rebates.
- Review customer and contractor submissions for program eligibility and compliance.
- Verify equipment model and serial number information using industry resources.
- Process insulation incentives and coordinate required inspections.
- Monitor field verification activities to ensure program compliance and accuracy.
- Review and evaluate renewable interconnection applications.
- Analyze application documents, photos, site information, and technical diagrams for completeness and tariff compliance.
- Coordinate with engineering teams, program managers, contractors, and customers throughout the approval process.
- Track renewable interconnection applications to ensure timely processing and stakeholder communication.
- Investigate and resolve high bill inquiries using customer consumption and billing data.
- Analyze energy usage trends, weather impacts, and appliance consumption patterns.
- Educate customers on factors affecting energy consumption and recommend conservation solutions.
- Conduct proactive outreach to customers regarding available conservation programs and services.
- Contact customers where existing energy management equipment is installed to encourage enrollment.
- Provide educational information regarding program benefits and energy‑saving opportunities.
- Support marketing initiatives by providing customer feedback and program participation insights.
- Monitor and manage appointment scheduling, enrollment activities, audits, inspections, and workflow queues.
- Coordinate with field teams, contractors, and vendors to ensure timely completion of program activities.
- Provide first‑level troubleshooting and support for Prime Time Plus and Energy Planner program participants.
- Participate in community and company‑sponsored events that promote energy conservation awareness.
- Successfully complete a comprehensive training program covering:
- Energy consumption and bill analysis
- Residential and commercial conservation programs
- Florida Public Service Commission conservation requirements
- Basic electricity and metering
- Customer service programs and utility systems
- Learn and utilize systems including SAP CRM, Energy Efficiency Collaboration Platform (EECP), EMDW Web, and Work‑Pro.
- High school diploma or equivalent.
- Associate's degree in Business, Energy Management, Communications, Customer Service, or a related field.
- Four (4) years of customer service, analytical, billing, administrative, or related experience.
OR
- Associate's degree and three (3) years of customer service, analytical, billing, administrative, or related experience.
- Experience in a utility, energy, or billing‑related environment.
- Experience working with customer account management or incentive/rebate programs.
- Strong customer service and relationship‑building skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem‑solving abilities.
- Ability to interpret and analyze customer billing and energy usage information.
- Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
- Ability to manage multiple priorities while maintaining attention to detail.
- Ability to learn and effectively use utility and customer management systems.
- Bilingual proficiency (English/Spanish) with the ability to effectively communicate with diverse customers and contractors.
- Working knowledge of SAP and CRM systems.
- Experience with Energy Efficiency Collaboration Platform (EECP) or similar platforms.
- Knowledge of residential and commercial energy conservation programs.
- Familiarity with renewable energy and utility customer programs.
Tampa Electric is committed to employee development and career progression. Advancement is based on demonstrated performance, increased responsibilities, professional accomplishments, qualifications, and business needs. Progression is not automatic and is earned through meaningful contributions that add value to the organization.
- Normal office environment.
- Frequent telephone and computer‑based work.
- Occasional overtime may be required.
- Periodic participation in customer and community outreach events.
Join a team that helps customers save energy, reduce costs, and participate in innovative conservation and renewable energy programs. You'll gain valuable utility industry experience while supporting initiatives that make a positive impact on our customers and communities. Tampa Electric serves a diverse customer base throughout our community. Candidates with bilingual language skills, particularly English and Spanish, are encouraged to apply.
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!
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 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.
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)
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.
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.
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