Customer Support Operations Generalist
RemoteIrwindale, California, United States
Job Summary
Respond to customer correspondence across various channels, excluding incoming phone calls, while compiling lists of orders involving billing or service issues. Analyze and correct business process exceptions, error listings, and reports; confirm, summarize, and transcribe data from multiple sources to maintain digital and paper files. Receive inbound calls for complex billing, complaints, or high bills, providing price availability, formal quotations, and pre/post order support. Facilitate reviews of customer issues to support regular analysis and project launches, ensuring timely follow-up on order backlogs. Manage sensitive customer data and proprietary information with high standards of integrity. Work remotely with occasional facility visits, residing in California.
Required Qualifications
- One or more years of experience researching, analyzing and interpreting complex customer data, and information.
- Ability to lift to 25 lbs
- Ability to operate basic office equipment (copier, fax, scanner, etc.)
- Ability to interface effectively with clients, peers, and management
- Strong analytical skills to assess, research, and make sound decisions
- Ability to take initiative and accountability for accuracy and results
- Excellent written and verbal communication skills
- Customer-focused and collaborative
- Employee is able to work primarily at home or remote
- Employee may be expected to come to an SCE facility on occasion
- Employees are required to work and reside in the state of California
Desired Qualifications
- One or more years of experience with CARE and Income Qualified programs
- One or more years of experience with C4, S4, and/or SAP
- Proficiency with Microsoft Excel, Outlook, and SharePoint
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