Consumer Affairs ARCH, Specialist

dena community's path to restoration and resilience. As Consumer Affairs ARCH Specialist, your work will help power our planet, reduce carbon emissions, and create cleaner air for everyone. Are you ready to take on the challenge to help us build the future?

Responsibilities

• 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.

• 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.

• 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.

• Contributes to departmental goals by reducing average complaint processing times and improving customer satisfaction through proactive communication, follow -hrough, and personalized support.

• Supports customer engatement across multiple platforms, including social media (e.g., Facebook, Twitter), by responding to inquiries and concerns with professionalism and clarity.

• 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.

• Ensures all complaint handling and customer support activities are aligned with State Regulatory Commission requirements, internal policies, and compliance standards.

• 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.

Minimum Qualifications

• Three or more years of experience resolving regulatory customer issues.

Preferred Qualifications

• Call center experience with SCE

• Proficiency with SAP application

• Functional experience with Microsoft Office applications

Additional Information

• This position's work mode is on-site. The employee will report to an SCE facility or in the field location. Further details of this work mode will be discussed at the interview stage. The work mode can be changed based on business needs.

• Visit our Candidate Resource page to get meaningful information related to benefits, perks, resources, testing information, hiring process, and more!

• 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.

• 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

The people at SCE don't just keep the lights on. Our mission is so much bigger. We're fueling the kind of innovation that's changing an entire industry, and quite possibly the planet. Join us and create a future with cleaner energy, while providing our customers with the safety and reliability they demand. At SCE, you'll have a chance to grow personally and professionally, making a real impact in Southern California and around the world. Southern California Edison is a proud Equal Opportunity Employer, including disability and protected veteran status. We are committed to ensuring that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodations at (833) 343-0727.