CX Advisor, Contact Center

Job Summary:

Responsible for managing customer interactions across multiple channels, including calls, emails, social media, and chat, including those handled by Associate Customer Experience Advisors (ACXAs), as well as resolving more complex requests while working flexible schedules that may include late nights, weekends, rotating shifts, and on-call duties.

Job Description:

• Answers incoming calls from customers and respond to interactions through written channels such as email, mail, chat, and social media, ensuring timely and accurate communication across all platforms.

• Provides positive customer experience by demonstrating empathy and understanding and assuring customers that their situation is fully owned until resolution.

• Negotiates account resolution with customers as appropriate, achieving mutually beneficial outcomes and maintaining customer satisfaction.

• Assists in identifying and developing creative solutions to address and reduce future customer complaints, supporting continuous improvement and enhancing overall customer experience.

• Strives for First Call Resolution and maintains a positive Voice of Customer (VOC) score, reflecting high-quality service and customer trust.

• Makes outbound calls as needed, proactively addressing customer needs and ensuring follow-up on pending issues.

• Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.

• Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.

• Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.

Additional Job Description:

Education:

• High School Diploma or equivalent

Experience:

• 1 to 3 years' experience with functional role responsibilities.

• Availability to work rotating shifts and outside shift hours.

This position is with IBEW Union 787. If you accept an offer of employment, you will be required to affiliate with the Union.

Competencies (Skills):

• Attention to Detail: Ensures accuracy in data entry, documentation, and task execution.

• Process Adherence: Follows established procedures and workflows consistently.

• Demonstrates strong interpersonal skills through effective verbal and written communication with a focus on customer service and the ability to manage and resolve conflict.

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

License/Certifications

• N/A

Travel Requirements

• N/A

Physical Demands

• Stationary Position: Constantly

• Pushing/ Pulling/ Reaching: Seldom

• Kneel: Seldom

• Grab: Seldom

• Bend: Seldom

• Lift/ Carry over: 0-15 LBS

• Vision: 20/20 Corrected

• Hearing: Receive detailed information if spoken to

Working Conditions

• Wet or humid: Never

• Working near or on moving mechanical parts: Never

• Working near or on heavy machinery: Never

• Working in high places: Never

• Exposed to fumes or airborne particles: Never

• Frequency of working in outdoor weather conditions: Never

• Work with electricity: Never

• Loud noise conditions: Seldom

LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.