Southern California Edison Inside Account Manager, Sr. Specialist in Rancho Cucamonga, California
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About Customer & Operational Services
Southern California Edison’s (SCE’s) Customer Service Organizational Unit (CS) shares the responsibility to safely deliver reliable, affordable electricity to our customers. We support this effort by working to meet customer expectations. Customer Service is dedicated to operational excellence and innovative thinking through our workforce in our call center, field operations, billing and payment center, outage and demand-side management and other service offerings.
The selected candidate will represent SCE and provide account management support/consultative sales to our mid-size commercial and industrial customers through resolution of customer care concerns including billing and outages, promoting SCE’s Integrated Demand-Side Management (IDSM) programs, supporting Transportation Electrification (TE) and Distributed Energy Resources (DER) initiatives and driving customer satisfaction through telephone and virtual communication methods.
Manage a module of mid-size customers that requires moderate customer care engagement by establishing, developing and maintaining positive business and customer relationships through telephone and virtual communications.
Assess the organizational, strategic, and business needs of assigned customers to identify IDSM, TE, and DER opportunities.
Prepare an annual strategic plan to serve module of assigned customers consistent with the BCD business plan and strategic goals of SCE’s programs and services including researching accounts and identifying key contacts in organization.
Execute DSM, TE, and DER targeted outreach campaigns to generate interest in SCE’s programs and services.
Expedite the resolution of complex customer issues such as interconnections, billing issues, rates and outage concerns to maximize satisfaction.
Maintain up-to-date customer account information and profiles by leveraging sales management tools such as CRM.
On a daily basis, manage and maintain accurate customer, contact, activity, and project status (entire sales cycle process) information in CRM. Record all significant customer Interactions, properly submit Sales Tasks for internal support requests and Sales Orders for Field Engineering, IDSM audit requests, manage DSM and Customer Care Leads and Opportunities, and Service Contracts.
Maintain routine internal contact with direct manager to provide updates on assigned customers and receive new information about SCE offerings and services; discuss market intelligence.
Work closely with DER specialists to ensure leads are appropriately qualified and closed.
Continuously monitor and assess the competitive environment in order to effectively navigate market dynamics and maintain customer engagement plans.
Work with customers to maximize their use of SCE’s self-service technologies and systems.
Use virtual tools in accomplishing daily tasks (e.g., telephone, social media, virtual meetings, etc.)
Continuously improve through feedback.
Five or more years of experience in sales or account management.
Two or more year of experience developing or implementing strategic plans, presenting ideas and information to small/medium groups and/or difficult or sophisticated internal/external audiences.
Two or more years of experience in cost/benefit analysis, pricing, and sales.
Bachelor degree in Marketing, Engineering, Business, Economics, or a related discipline.
Experience with electrical theory, energy systems, and/or environmental technologies.
Familiarity with CRM practices and systems.
Ability to build productive business professional relationships.
Excellent selling, verbal, written and negotiation skills.
Ability to multi-task, prioritize and manage time effectively.
Strong phone presence and experience making many customer calls per day.
Thorough knowledge in financial/economic analysis, pricing, and sales. Thorough knowledge of electrical theory, energy systems, and environmental technologies.
Four or more years’ experience in the energy industry,utility rates, and regulated utility processes.
Experience integrating work across relevant areas, develop the business and services to enhance customer satisfaction and productivity, manage risks appropriately, develop and execute business plans, manage information, and provide exceptional service to internal and external customers.
Project management experience.
The primary work location for this position is Rancho Cucamonga, CA; however, the successful candidate will occasionally travel to other SCE sites as needed. Relocation does not apply to this position.
Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
Southern California Edison, an Edison International (NYSE:EIX) company, serves a population of approximately 15 million via 5 million customer accounts in a 50,000-square-mile service area within Central, Coastal and Southern California. Join the utility leader that is safely delivering reliable, affordable electricity to our customers for over 125 years.
SCE is a proud Equal Opportunity Employer and will not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected status.