B&I Account Speciali TECO Energy : Florida Category: Specialist

POSITION CONCEPT

The Account Specialist serves as the focal point of contact for Tampa Electric and Peoples Gas Business & Industry (B&I) customers. This position provides the Tampa Electric Account Managers with billing support for their assigned key customers. This role also maintains effective customer relationships, ensuring optimal customer satisfaction while meeting business needs.

• Responsible for handling inbound customer contacts in a timely manner for electric and gas commercial customers. The types of calls include, but are not limited to, credit arrangements, turn‑on and turn‑off service requests, emergencies, billing and remittance inquiries, and miscellaneous questions pertaining to their accounts. If appropriate during the call, also promote the company’s products and services to increase participation.
• Deliver customer service to our online electric and gas commercial customers by responding to email inquiries, guiding callers through troubleshooting, or navigating the company site/portal, while ensuring optimal customer satisfaction and maintaining effective customer relationships.
• Provides a single point of contact for Key Account Managers to develop long‑term relationships. Requires proactive contact with customers to assess satisfaction and business needs; proactively reviews and audits rates, taxes, and codes for commercial accounts; performs periodic review of historical usage patterns and communicates results; maintains favorable contact with assigned Key Account Managers regarding service order processing, power outages, and power quality;
  
  thinks strategically and exercises sound judgment at every level to identify and resolve issues, and refers to appropriate departments as needed; serves as point of contact for tracking work orders and issues, and follows up with all involved parties; meets with various departments to partner and enhance direct support in achieving customer satisfaction.