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OUR CUSTOMER CONTACT CENTER

The Customer Contact Center at SCE is the ideal place to build a rewarding career if you are passionate about helping people and making a difference. Our center is committed to providing extensive training, state-of-the-art tools, and coaching to help you reach your full potential. Here, you’ll master the art of customer interaction, learning how to assist customers in our community. Our comprehensive training program includes both classroom and on-the-job experiences, covering a broad spectrum of topics such as our products and services, workflow and policies, and best practices in customer engagement. With extensive operating hours Monday – Saturday, plus 24/7 support for emergency services, our team is always ready to make a positive impact.
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BECOMING AN ENERGY ADVISOR

Congratulations on embarking on the path to becoming an Energy Advisor at Southern California Edison. Energy Advisors play a crucial role in supporting SCE’s mission to provide clean energy solutions while delivering exceptional customer service.

In a fast-paced, ever-changing contact center, Energy Advisors handle 80-100 inbound customer calls daily, offering expertise and solutions with compassion and courtesy potentially including weekends and holidays. Our customer service center supports multiple languages, including Cantonese, Mandarin, Vietnamese, Khmer, and Spanish. This role offers the advantage of remote work, providing a flexible schedule and fostering a healthy work-life balance.

Please note, this is a represented/union position.

YOUR HIRING JOURNEY

WHAT TO EXPECT

We believe that people and values matter, and we want the interview process for the Energy Advisor to bring out the best in you. Our overall application, testing, interview and hire process will span a period of approximately 10 weeks from start to finish.

TESTING

PREP FOR ASSESSMENTS

Testing

You will be taking the Energy Advisor Aptitude Test and the Energy Advisor Profile Assessment. Study materials are not needed to prepare. However, you can review the information guides for an overview of the testing process and test taking strategies.

ONDEMAND

INVITATION TO INTERVIEW

OnDemand

After passing both tests, you may receive an invitation to participate in an OnDemand interview. This is a one-way recorded interview, where you will be asked a series of questions in video format, allowing you to respond at your convenience. Your responses will be reviewed by our hiring team.

FREQUENTLY ASKED QUESTIONS

If you are a successful candidate, please be prepared to provide background information as requested, in order to expedite the background check process. Upon background clearance and accepting our offer, you will be invited to begin mandatory classroom training (or remote based on business needs) in one of our contact center locations. This invitation will be sent to you via email.

Mandatory training is approximately 15 weeks long. Training hours are expected to be Monday – Friday, 8:00AM – 5:00PM.
Training is provided in a classroom setting in one of our contact center locations or remotely based on business needs. There will be a series of knowledge-based pass/fail assessments throughout the training.

Employment is contingent on ability to pass each training assessment, which includes a written exam and quality assurance scoring on live agent calls following each training tier.

The dress code is Business Casual.

Work schedules vary, and may include weekends and holidays, based on business need. Schedules might include working both weekend days and split days off (e.g. Tuesday and Friday). Asian language positions typically work 8:00AM – 5:00PM, but may be required (at times) to work outside of those hours. Energy Advisors go through a shift selection process, which occurs twice per year

Yes, if you are a successful candidate, a full list of eligible benefits will be provided to you during the onboarding process.

You may be asked to do mandatory overtime as a part of the Energy Advisor role based upon business needs.

As a reminder, this position is in a fast-paced and continually changing contact center environment, where you will be engaging with our diverse customers to provide expertise, solutions, and advice on their electric utility services, with compassion, courteousness, and dependability.

You will be handling approximately 80 – 100 inbound customer calls per day.

There is an 18 month residency for roles at Southern California Edison, and you are expected to complete this residency prior to applying for other internal positions. The residency clock officially begins once you have completed all formal and/or requisite training applicable to the job. Therefore, if the requisite training is six months, then the residency requirement begins at the conclusion of the six months.

Hours of Operation are 6am-9pm M-F and 8-5 on Saturdays.

We are responsible for handling emergency services 24/7.

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