EMS Program Support Analyst

Tampa Electric is seeking an EMS Program Support Analyst to support our Energy Management Services (EMS) team and help customers participate in energy conservation and renewable energy programs.

In this role, you will serve as a primary point of contact for residential and commercial customers, contractors, and internal stakeholders regarding conservation incentives, renewable interconnection applications, energy-saving programs, and customer account inquiries.

This role works under direct supervision and receives mentoring and training from senior EMS team members.

• Serve as a primary point of contact for customer and contractor inquiries through phone, email, and other communication channels.
• Schedule residential and commercial energy audit appointments.
• Promote participation in Energy Planner, Prime Time Plus, Renewable Energy, and Zap Cap programs.
• Assist customers with move-ins, move-outs, payment arrangements, meter check requests, and service-related inquiries.
• Respond to customer and contractor requests regarding conservation and renewable energy programs.

• Analyze, approve, and process residential and commercial energy conservation incentives and rebates.
• Review customer and contractor submissions for program eligibility and compliance.
• Verify equipment model and serial number information using industry resources.
• Process insulation incentives and coordinate required inspections.
• Monitor field verification activities to ensure program compliance and accuracy.

• Review and evaluate renewable interconnection applications.
• Analyze application documents, photos, site information, and technical diagrams for completeness and tariff compliance.
• Coordinate with engineering teams, program managers, contractors, and customers throughout the approval process.
• Track renewable interconnection applications to ensure timely processing and stakeholder communication.

• Investigate and resolve high bill inquiries using customer consumption and billing data.
• Analyze energy usage trends, weather impacts, and appliance consumption patterns.
• Educate customers on factors affecting energy consumption and recommend conservation solutions.

• Conduct proactive outreach to customers regarding available conservation programs and services.
• Contact customers where existing energy management equipment is installed to encourage enrollment.
• Provide educational information regarding program benefits and energy-saving opportunities.
• Support marketing initiatives by providing customer feedback and program participation insights.

• Monitor and manage appointment scheduling, enrollment activities, audits, inspections, and workflow queues.
• Coordinate with field teams, contractors, and vendors to ensure timely completion of program activities.
• Provide first-level troubleshooting and support for Prime Time Plus and Energy Planner program participants.
• Participate in community and company-sponsored events that promote energy conservation awareness.

• Successfully complete a comprehensive training program covering:
  • Energy consumption and bill analysis
  • Residential and commercial conservation programs
  • Florida Public Service Commission conservation requirements
  • Basic electricity and metering
  • Customer service programs and utility systems
• Learn and utilize systems including SAP CRM, Energy Efficiency Collaboration Platform (EECP), EMDW Web, and Work-Pro.

• High school diploma or equivalent.

• Associate's degree in Business, Energy Management, Communications, Customer Service, or a related field.

• Four (4) years of customer service, analytical, billing, administrative, or related experience.

OR

• Associate's degree and three (3) years of customer service, analytical, billing, administrative, or related experience.

• Experience in a utility, energy, or billing-related environment.
• Experience working with customer account management or incentive/rebate programs.

• Strong customer service and relationship-building skills.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to interpret and analyze customer billing and energy usage information.
• Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
• Ability to manage multiple priorities while maintaining attention to detail.
• Ability to learn and effectively use utility and customer management systems.

• Bilingual proficiency (English/Spanish) with the ability to effectively communicate with diverse customers and contractors.
  Working knowledge of SAP and CRM systems.
• Experience with Energy Efficiency Collaboration Platform (EECP) or similar platforms.
• Knowledge of residential and commercial energy conservation programs.
• Familiarity with renewable energy and utility customer programs.

Tampa Electric is committed to employee development and career progression. Advancement is based on demonstrated performance, increased responsibilities, professional accomplishments, qualifications, and business needs. Progression is not automatic and is earned through meaningful contributions that add value to the organization.

• Normal office environment.
• Frequent telephone and computer-based work.
• Occasional overtime may be required.
• Periodic participation in customer and community outreach events.

Join a team that helps customers save energy, reduce costs, and participate in innovative conservation and renewable energy programs. You'll gain valuable utility industry experience while supporting initiatives that make a positive impact on our customers and communities. Tampa Electric serves a diverse customer base throughout our community. Candidates with bilingual language skills, particularly English and Spanish, are encouraged to apply.