Customer Service Specialist - (US-CA-Long Beach - 90899)

Minimum Education: Tech School
Job Type: Full Time
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Applicants applying for this position will be assigned to take calls in the language they declare on their application: Cambodian, Cantonese, Korean, Mandarin, Vietnamese and English calls. If an applicant wishes to be considered for the English only or other Multilanguage position (Spanish), they must apply specifically for that open position/language. Additional testing may be administered as part of the selection process for this position.

Typical Responsibilities:
The successful candidate will be SCE's first line of contact for customers providing the highest quality service in a fast-paced, continually changing, and stressful environment while ensuring that SCE and the California Public Utilities Commission (CPUC) policies are followed. Typical responsibilities include: receiving phone calls from customers in order to research, analyze and reconcile inquiries and transactions; negotiating credit arrangements; providing excellent customer service during disaster and outage situations; being punctual and reliable in attendance for scheduled shifts; using computer programs to resolve customer issues and answer customer inquiries, such as reconciling payments and accounts, and processing and scheduling customer requests; handling sensitive or difficult customer issues; participating in special projects and coordinating activities, such as scheduling and interacting with cash management and performing other duties and responsibilities as assigned.

Skills:
Job Requirements:
The successful candidate must possess a combination of formal education, training, and experience to gain knowledge, skills, and abilities equivalent to those typically possessed by a high school graduate. Demonstrated experience with working independently or as a team member, managing multiple tasks, and prioritizing shifting priorities and deadlines. Demonstrated experience with providing customer service and applying conflict negotiation skills to resolve customer issues and complaints. Must have excellent oral communication skills and computer skills, be customer focused and able to advance problems toward resolution, demonstrate integrity and sound business ethics to develop effective working relationships. Demonstrated ability to interface effectively and collaborate with internal and external clients, peers, management, and other work units. Demonstrated ability to motivate self and others to overcome obstacles and achieve goals. Must be able to work well under pressure and perform duties with minimal supervision. Demonstrate the ability to exercise discretion and good judgment in handling confidential and sensitive customer information. Overtime is a requirement of the job and may be required with little or no advanced notice. Being punctual as well as exercising excellent time management is extremely important.

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