Associate Customer Experience Advisor, Regional

Job Summary:

Delivers exceptional customer service by professionally greeting clients, accurately processing and reconciling payments, and effectively addressing inquiries, resulting in enhanced customer satisfaction and trust.

Job Description:

• Manages the receipt and processing of payments in various formats—including cash, checks, and electronic transfers—to ensure accurate invoice, secure cash handling, and financial integrity across multiple channels.

• Monitors system for outstanding service orders and disconnections to proactively manage service continuity and minimize customer disruptions, while recording payments promptly and providing accurate information to ensure financial transparency and maintain customer trust.

• Supports daily operations and team tasks to ensure smooth workflow and service delivery.

• Maintains daily operational records—including bank reconciliations, deposits, collections reports, and customer documentation—to ensure organized recordkeeping, secure fund handling, audit readiness, and compliance with financial protocols.

• Assists customers or internal teams. by directing, gathering, and delivering information to resolve billing, claims, and retailer-related inquiries efficiently and improving customer satisfaction and operational efficiency.

• Manages cash operations in accordance with financial policies to safeguard regional office assets and ensure compliance with internal controls.

• 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

• Associate’s degree in business administration, office administration, or related administrative field.

Experience

• 1 year experience with cash handling and reconciliation.

• Experience in customer service, face to face experience preferred.

• Basic experience with alphanumeric data entry.

• Experience working as teller, bank cashier is preferred but not required.

Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:

• High School or equivalent (GED) when accompanied by a minimum of 3 years of experience performing similar functions previously described and at least 2 years of experience performing a previous role as bank cashier, teller or similar role.

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.

• Collaboration: Works effectively with team members and other departments.

• Time Management: Prioritizes tasks to meet deadlines and support team goals.

• Technology Proficiency: Uses office systems (e.g., ERP, HRIS, Excel) to complete tasks efficiently.

License/Certifications

• N/A

Travel Requirements

• 20%

Physical Demands

• Stationary Position: Constantly

• Pushing/ Pulling/ Reaching: Seldom

• Kneel: Seldom

• Grab: Seldom

• Bend: Seldom

• Lift/Carry over: 0 - 15 pounds

• 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.