Title: EMS Program Support Analyst I 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

POSITION CONCEPT

The EMS Program Support Analyst I serves as the primary point of contact for all Residential and Commercial Conservation Program Incentives and Renewable Interconnection inquiries via incoming calls and emails. Works under direct supervision and will receive mentoring and training from the Program Support Assistant II and the Program Support Specialist. Analyze, approve, and process conservation incentives for the Insulation, Duct Seal, and Heating & Cooling programs. Monitors reports and initiates outbound marketing calls to customers to solicit program participation where equipment exists at the premise because of previous customer participation.  Schedules energy audit appointments for residential and commercial customers, markets Prime Time Plus, Energy Planner and Zap Cap to new participants, analysis and assigns inspections for the insulation, duct seal and other conservation programs, and resolves high bill complaints.  Promoting, selling, and processing orders for Energy Planner, Renewable Energy and Zap Cap programs, as well as approving rebates to customers for Insulation, the Heating & Cooling programs, and payments to contractors for maintenance work performed on Prime-Time equipment.

ADVANCEMENT WITHIN PROGRESSION
Advancement to a higher level is based on value added to the company through increased duties, responsibilities, and accomplishments.  Advancement is not automatic, i.e. based solely on time in the job, but will be based on direct observation of the employee’s performance, accomplishments, qualifications, and the business and/or technical needs of the department.

PRIMARY DUTIES AND RESPONSIBILITIES

• Successfully completes technical and other training in support of the EMS delivery of Tampa Electric’s energy conservation programs. 
  • Training includes classroom study and field application of energy consumption and bill analysis, residential and commercial conservation programs and all conservation practices and measures identified in the Florida Administrative Code set by the FPSC, as well as, basic electricity and metering, and all Customer Service programs.  Upon completion of 12-week training class, must be able to work in the following applications:  SAP Customer Relationship Management (CRM) billing and degree data information, EMDW Web, Energy Efficiency Collaboration Platform (EECP), and Work-Pro. 
• Serves as a single point of contact for establishing relationships with internal/external customers to schedule appointments for Tampa Electric’s Conservation programs. Promotes customer participation in the Energy Planner, Prime-Time Plus, Renewable Energy and Zap Cap programs. Responsible for move ins, move outs, payment arrangements, trouble ticket entries, and meter check requests. Responds to customer and contractor e-mail requests received from the Company internet website for Energy Management Services, Conservation programs and Renewable Energy programs.
• Serves as a liaison between customers and contractors in all Conservation programs to communicate program guidelines and tariff requirements for participation and eligibility in the Rebate programs, includes but is not limited to the responsibility of analyzing and processing all incentives for each Residential and Commercial rebate programs while monitoring a minimum of 10% approved field verifications.  Utilize technical industry guide to validate models and serial numbers and ensure accurate completion of rebate request forms to process payments as outlined in program guidelines. Process Insulation incentives.  Verification of accurate and timely redemption of certificate; reviewing and scheduling of Attic Inspections to meet program tariff guidelines set forth by the FPSC. 
• Manages the processing of Net Meter Applications for all customer rate classes available by analyzing all photos and documents to ensure the meter can is within 6 feet of the disconnect switch, and the placard is attached to the disconnect switch required for Tier 1 system. Analyzes single line diagrams for Tier 2/3 systems, Combos, Battery’s and Addon’s before sending over to our Engineering team for approval. Coordinates efforts with the Renewable program manager to ensure proper troubleshooting of complex data is received to ensure timely approval.  Analyzes, updates, and assesses all Renewable Interconnection applications while monitoring for tariff compliance to ensure Interconnections are carried out as required by tariff through coordinating with all internal and external stakeholders.
• Resolves high bill inquiries by utilizing the Interactive Bill via the DAP (Data Analytics Platform) Tool, to allow for troubleshooting while leveraging the knowledge of weather trends and appliance kilowatt hour consumption.  Educates customers on factors impacting their billing.  Explains and recommends applicable Tampa Electric Conservation programs to assist customers with reducing electric consumption. 
• Markets the Energy Planner, Prime-Time Plus and Zap Cap programs to new participants where equipment exists at a premise from previous customer participation via outbound calls and emails.  Follows up with appropriate educational materials or schedules removal of equipment if participation is declined.  Provides feedback to Program Managers regarding the effectiveness of the marketing campaigns targeted to solicit customer participation in the energy conservation programs and services. 
• Provides first level resolution of incoming and outgoing trouble calls or customer inquiries regarding Primetime Plus, Energy Planner thermostat programming, pricing tiers, critical pricing points or equipment irregularities.  Analyzes data to identify appropriate follow up corrective action with the Load Management Technicians, and Load Management Field team members to resolve equipment failures. 
• Participates in Company sponsored civic and community activities and in events to educate customers on energy conservation programs and services. (note: this is not a volunteer activity)
• Monitor, all scheduled Appointments – To Do Inquires, to look for dropped audits and / or appointments within EECP and then re-assign them accordingly. Which includes but is not limited to monitoring new Enrollment Applications to contact vendors/contractors accordingly while also monitoring the On Hold Post Verification report and To Do Inquires, to contact Field Analysts accordingly if the Audits are still open. 

QUALIFICATIONS

Education

• Required:        High school diploma.
• Preferred:        Associate’s degree in a related field.

Related Experience:     

• Required:     4 years customer service, complex billing, analytical and administrative experience. An Associate’s degree with 3 years customer service, Complex billing analytical and administrative experience may be considered.
• Preferred:    Experience working in a billing related role with a utility company.

Knowledge/Skills/Abilities:

• Required:      
  • Interpersonal, communication, and oral presentation skills required.
  • Skilled in accessing utility billing and degree data information.  
  • Knowledge in Outlook and Microsoft Excel, Word, and Power Point.  
  • Upon completion of the 12-week training class, must be able to work in the following applications:  TECO SAP, CRB/CRM billing and degree data information, Energy Efficiency Collaboration Platform (EECP)
• Preferred:   
  • Working knowledge SAP / CRM, systems, Energy Efficiency Collaboration Platform (EECP), Residential & Commercial Conservation programs and initiatives.

LEADERSHIP COMPETENCIES

• Speaks up on Safety, Health, and the Environment
• Takes Ownership and Acts with Integrity
• Drives Operational Excellence for Customers
• Builds Strong, Collaborative Relationships
• Develops People and Teams
• Cultivates Innovation and Embraces Change
• Thinks Strategically and Exercises Sound Judgment

WORKING CONDITIONS

• Required:      Normal office environment.   Occasional overtime may be required.
   

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.