Bilingual (English/Korean) Call Center Customer Service Specialist (CUS1)

Bilingual (English/Korean) Call Center Customer Service Specialist (CUS1)

Title: Bilingual (English/Korean) Call Center Customer Service Specialist (CUS1)
Location: US-CA-Rancho Cucamonga
This position will be a Call Center Customer Service Specialist in the Customer Communications Organization (CCO) within Southern California Edison's Power Delivery Services Business Area. The successful candidate will serve as SCE's first line of contact for customers and will provide the highest quality service in a non-stop, fast-paced, and continually changing environment while ensuring SCE's and the California Public Utilities Commission's (CPUC) polices are followed.

Typical responsibilities will include:
* Receiving phone calls from customers and updating customer information.
* Resolving customer issues through the research and analysis of data, reconciliation of inquiries or transactions, and utilization of computer programs/systems.
* Negotiating credit arrangements.
* Providing excellent customer service during disaster outage situations.
* Handling sensitive customer information and issues.
* Participating in special projects and coordinating activities which support Power Delivery Services.
* Attending all shifts as assigned, including working overtime as needed with little to no notice.
* Performing other responsibilities and duties as assigned.

Basic Qualification:
* Must be bilingual in English and Korean.
* Must have a minimum of one year of experience using computer systems to resolve problems for customers and answer customer questions regarding business programs, policies, and procedures.
* Must have a minimum of one year of experience analyzing customer data and offering programs, products or services to resolve customer needs pertaining to collections, billing, inside sales, or energy advisory services.



Job Requirements:
* A combination of formal education, training, and experience to gain knowledge, skills, and abilities equivalent to those typically possessed by a high school graduate.
* Typically possesses one or more years of experience resolving customer inquiries.
* Demonstrated experience researching, analyzing, and reconciling data/information.
* Demonstrated experience applying conflict negotiation skills to resolve customer issues and complaints.
* Demonstrated experience handling confidential customer information.
* Demonstrated experience managing multiple tasks, and prioritizing shifting priorities and deadlines.
* Demonstrated experience exercising discretion and good judgment.
* Demonstrated experience providing customer service.
* Demonstrated ability to interface effectively and collaborate with internal and external clients, peers, management, and other work units.
* Demonstrated ability to follow Edison safety protocols and safe work practices.
* Must demonstrate the ability to integrate work across relevant areas, develop the business and services to enhance customer satisfaction and productivity, manage risks appropriately, execute business plans, manage information, and provide exceptional service to internal and external customers.
* Must demonstrate effective resource and project planning, results delivery, team building, and the ability to stay current with relevant technology and innovation.
* Must demonstrate strong ethics, leadership, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning.

Preferences:
* None
Testing:
* 4304 - Bilingual CSR Korean Test
* 5306 - EEI Customer Service Rep Test
* Applicants who are identified to continue in the selection process will be invited to test via e-mail and are encouraged to immediately begin preparing for any tests required in this job posting. Please go determine if there is a study guide for this test.

Comments:
* Additional testing may be required as part of the selection process for this position.
* Edison International and Southern California Edison reserve the right to close or cancel a posting at any time.
* Edison International is an Equal Opportunity Employer.
* Candidates for this position must be legally authorized to work directly as employees for any employer in the United States without visa sponsorship.
* There are 2 open positions for this requisition.
* Applicants who successfully pass the required tests will be invited to a job tour prior to an invitation to interview.