Job Title:  Customer Support Advocate- Business Advantage

JOB INFORMATION

• Job Title: Business Customer Account Rep I

• Grade: Non-Exempt 36

• Job Code: 126861

JOB SUMMARY

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