Careers
Southwest Power and Light is hiring and we are looking for outgoing, career oriented people to join us in the Retail Electricity business. Southwest Power and Light offers employees competitive wages, medical and dental benefits, and a high energy environment that allows employees to advance and build lasting relationships. If you love a challenge and enjoy working in a creative environment, and feel you have the qualifications for one of our open positions we would like to hear from you!
Located in Houston, Southwest Power And Light provides retail electricity to residential and commercial customers in Texas. We need new team members that want to work and make a difference. We are looking for people that are not averse to rolling up their sleeves and getting the job done. We are a small shop and we all work to get things accomplished.
Requirements
- Comprehensive knowledge of deregulated electric and gas markets not limited to Texas, California, and the Northeast
- Self-starter qualities a must
- Degree required with minimum of 5 years in deregulated industry
- Must be an independent thinker, able to provide ideas and see the overall goals
- Must be proficient in MS Office, particularly MS Excel
- Responsive team player with ability to handle multiple tasks and maintain control and order over same as well as quickly prioritize among numerous pressing tasks
- COVID-19 Vaccination Required.
Responsibilities
- Work to improve and maintain processes for regulatory compliance in enrollment, billing, contract renewal, transaction management, customer care, and collections
- Participate in planning and testing for bill platform conversion
- Contribute to mentoring and training of Analysts and Customer Service Reps
- Work closely with Supply, Marketing, Sales, and Accounting to achieve company goals
- Assist with managing and measuring the performance of, third-party EDI, customer billing, customer service, third party verification providers, and regulatory service providers
Working Conditions
- Able to work indoors in an office environment
- Able to work with moderate daily pressure
- Able to meet deadlines
- Able to work extended hours when necessary
The Operations Analyst will serve in project management and analytical capacity. Responsibilities will include collecting records and evaluating performance, creating reports, and conducting analysis. The individual in this role will work also work closely with the sales groups and development teams to ensure the efficiency and effectiveness of process solutions deployed in support of business goals and objectives.
Requirements
- Retail energy industry experience strongly preferred.
- Bachelor's degree preferred.
- 2+ years' experience in a data analysis role.
- Ability to adapt to an environment that is constantly changing and evolving.
- Consistently exhibit a positive, professional attitude.
- Must be a self-motivated, results-oriented individual with strong problem solving and analytical skills.
- Excellent organizational, interpersonal, and communication skills (written and verbal).
- Ability to consistently perform well in a fast-paced, deadline-oriented work environment.
- Exhibit the ability to successfully execute many complex tasks simultaneously.
- Possess the knowledge and ability to facilitate meetings, conduct effective briefings and presentations, and to develop consensus, both internally and externally.
- Strong knowledge of Microsoft Office programs, including Word, and PowerPoint.
- Advanced experience in Excel.
- COVID-19 Vaccination Required.
Responsibilities
- Utilize multiple inputs, including competitive intelligence and customer data, to initiate planning and monitor results, ensuring customers are being treated appropriately.
- Drive solutions and implement changes through process and technology improvements to meet sales and retention goals.
- Keep management promptly and fully informed of all problems or unusual matters of significance, and take prompt corrective action where necessary, or suggest alternative courses of action.
- Operate as the subject matter expert for system dependencies and cross-functional department impacts as it relates to supporting the existing customers and prospects.
- Analyze business operations to determine profitability, as well as to create a baseline for operational changes and action.
- Create custom and standardized reports.
Working Conditions
- Ability to meet highest attendance requirements.
- Ability to handle multiple tasks concurrently.
- Ability to work in time-sensitive environment with non-flexible deadlines.
The position is responsible for providing superior customer service for every customer that contacts the Customer Care Center. The role consists of assisting customers with inquiries concerning account information and services that are offered by Southwest Power And Light. Required skills include being receptive, competent and analytical to resolve customer related questions and issues. The ideal candidate will be able to interact effectively with customers while providing a positive experience.
Requirements
- Minimum of 1 year of experience in an inbound call center environment, with customer care experience strongly preferred.
- Bilingual (English/Spanish) strongly preferred.
- Experience in retail electricity market preferred.
- Experience within the ERCOT market.
- High School diploma, GED, or equivalent math and English skills required.
- College degree or coursework preferred.
- Outstanding phone etiquette and polished communication skills (written and verbal).
- Excellent listening skills.
- Ability to maintain a calm demeanor when dealing with agitated customers.
- Attentive to detail and committed to high quality customer service.
- Strong quantitative, analytical, and problem solving skills.
- Willingness to identify problems and suggest process improvements.
- Proficiency in Windows environment and MS Word and Excel applications.
- Solid data entry skills.
- Effective in the use of the Internet.
- Comfortable in a fast paced environment where change is commonplace.
- COVID-19 Vaccination Required.
Responsibilities
- Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner.
- Research account status and identify account issues.
- Address billing inquiries and resolve billing disputes.
- Process disconnection and reconnection requests.
- Enroll customers and resolve enrollment issues.
- Provide price quotes to prospective customers.
- Follow up with customers to attain required account information.
- Initiate collection activity on past due accounts and process disconnection and reconnection requests.
- Respond to emailed customer inquiries with factually and grammatically correct written communications.
- Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role.
Working Conditions
- Ability to meet highest attendance requirements.
- Ability to handle multiple tasks concurrently.
- Ability to use personal computer, calculator, etc.
- Ability to work in time-sensitive environment with non-flexible deadlines.