B&I Account Specialist

POSITION CONCEPT

The Account Specialist serves as the focal point of contact for Tampa Electric and Peoples Gas Business & Industry (B&I) customers. This position provides the Tampa Electric Account Managers with billing support for their assigned key customers. This role also maintains effective customer relationships, ensuring optimal customer satisfaction while meeting business needs.

The Account Specialist serves as the focal point of contact for Tampa Electric and Peoples Gas Business & Industry (B&I) customers. This position provides the Tampa Electric Account Managers with billing support for their assigned key customers. This role also maintains effective customer relationships, ensuring optimal customer satisfaction while meeting business needs.

• Responsible for handling inbound customer contacts in a timely manner for electric and gas commercial customers. The types of calls include, but are not limited to, credit arrangements, turn-on and turn-off service requests, emergencies, billing and remittance inquiries, and miscellaneous questions pertaining to their accounts. If appropriate during the call, also promote the company’s products and services to increase participation.
• Deliver customer service to our online electric and gas commercial customers by responding to email inquiries, guiding callers through troubleshooting, or navigating the company site/portal, while ensuring optimal customer satisfaction and maintaining effective customer relationships
• Provides a single point of contact for Key Account Managers to develop long-term relationships. This requires proactive contact with customers to assess customer satisfaction and business needs. Proactively reviews/audits the accuracy of rates, taxes, and codes for commercial accounts. Performs periodic review of historical usage patterns and communicates results. Maintains favorable contact with assigned Key Account Managers related to service order processing, power outages, and power quality.
  
  Thinks strategically and exercises sound judgment at every level to identify and resolve issues and refer to appropriate departments as needed. Serves as point of contact for tracking of work orders, issues, and performs follow-up with all involved parties. Meets with various departments to partner and enhance direct support in achieving customer satisfaction.

• Required:
  
  A minimum of a high school diploma
• Preferred:
  An associate degree

• Required:
  
  A minimum of three years of related customer service experience*
• * A bachelor’s degree from an accredited university may be considered in lieu of two (2) years’ experience.
• Preferred:
  Previous experience of Commercial Electric or Gas Utility Experience;
  Bilingual

• Demonstrates skill in providing effective service to business customers.
• Ability to work independently with minimal supervision.
• Ability to meet contact center metrics
• Must be proficient in Microsoft Office Suite including Word, Outlook and Excel.
• Demonstrates effective interpersonal, customer service and oral communication skills.

• Knowledge of SAP/CRM, and Workpro systems. Knowledge of utility business rates, billing components and credit policies.

• Occasional overtime may be required.
• Ability to both sit and stand while taking customer requests via phone.
• Hybrid schedules and work from home are available after completing the training period.
• Being a TECO employee requires you to be available on an "as-needed basis." As part of the company's required storm duties, team members are expected to report to the assigned storm location once sustained winds have dropped below 40 miles per hour. Some team members may be required to be at their work storm location prior to the storm making landfall.

• * 401k Savings plan w/ company matching
• * Pension plan
• * Paid time off
• * Paid Holiday time
• * Medical, Prescription Drug, & Dental Coverage
• * Tuition Assistance Program
• * Employee…