Consumer Affairs ARCH, Specialist

Overview

In‑person support for wildfire‑impacted customers at SCE’s Altadena rebuild hub.

Key Responsibilities

• data security
• complaint resolution
• naics coding
• regulatory compliance
• social media
• customer support

Tasks

-A material job duty of all positions within the Company is ensuring the protection of all its physical, financial and cybersecurity assets, and properly accessing and managing private customer data, proprietary information, confidential medical records, and other types of highly sensitive information and data with the highest standards of conduct and integrity. -Leads the coordination of complaint resolution efforts by removing bottlenecks, escalating issues when necessary, and ensuring timely, accurate, and professional responses. This includes composing formal documentation for conplaints received through regulatory agencies and other escalated channels. -Serves a a primary point of contact for customers impacted by wildfire disasters, engaging in person daily at the Altadena Rebuild Community Hub. Actively listen to each customer's unique situation, provide empathetic support, and take full ownership of coordinating resolution efforts across internal teams. -Provides guidance and support to intrnal stakeholders on customer service issues, helping teams understand root causes and resolution pathways. -Participates in department-wide employee engagement initiatives to foster collaboration, morale, and a customer-first culture. -Contributes to departmental goals by reducing average complaint processing times and improving customer satisfaction through proactive communication, follow -hrough, and personalized support. -Supports the accurate coding of North America Industry Classification System (NAICS) codes into SCE business systems to ensure compliance with regulatory requirements. Assist with related research and data validation efforts that support regulatory filings and internal reporting. -Supports customer engatement across multiple platforms, including social media (e.g., Facebook, Twitter), by responding to inquiries and concerns with professionalism and clarity. -Ensures all complaint handling and customer support activities are aligned with State Regulatory Commission requirements, internal policies, and compliance standards.

Requirements

• microsoft office
• call center
• sap
• 3+ years

What You Bring

-Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. -Functional experience with Microsoft Office applications -Call center experience with SCE -Proficiency with SAP application -Three or more years of experience resolving regulatory customer issues.

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Benefits

-The primary work location for this position is Altadena Rebuild Community Hub (ARCH). However, the successful candidate may also be asked to work for an extended amount of time at (alternate work location).

About Southern California Edison (Sce)

-a driving force in powering Southern California for over a century. -a major provider of electricity, emphasizing reliable service. -a leader in clean energy, focusing heavily on solar and wind power, reducing reliance on fossil fuels. -handles complex, large-scale energy projects that span residential, commercial, and industrial sectors. -historical projects include the integration of renewable energy sources and the modernization of the electric grid. -plays a pivotal role in sustainability, driving innovation in energy efficiency and green power initiatives. -continuously invests in cutting-edge technology to enhance energy delivery and reduce environmental impact.

Sector Specialisms