EMS Program Support Analyst

Title: [[extTitle]] Company: [[filter4]] State and City: [[filter1]] - [[filter2]] Shift: [[jobSchedule]] Position Summary 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. The ideal candidate combines strong customer service skills with analytical abilities and attention to detail. We welcome candidates who can communicate effectively with diverse customer populations, and bilingual English/Spanish skills are highly valued. This position offers the opportunity to develop technical knowledge of utility operations, energy efficiency programs, renewable energy initiatives, and customer energy management solutions while contributing to Tampa Electric's commitment to customer satisfaction and energy conservation. This role works under direct supervision and receives mentoring and training from senior EMS team members. What You'll Do Customer Program Support & Relationship Management 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. Conservation Incentive Processing 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. Renewable Energy Interconnection Support 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. Customer Energy Analysis 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. Marketing & Customer Outreach 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. Program Operations Support 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. Training & Development 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. Qualifications Required Education High school diploma or equivalent. Preferred Education Associate's degree in Business, Energy Management, Communications, Customer Service, or a related field. Required Experience 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. Preferred Experience Experience in a utility, energy, or billing-related environment. Experience working with customer account management or incentive/rebate programs. Knowledge, Skills & Abilities Required 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. Preferred 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. Career Growth Opportunity 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. Working Conditions Normal office environment. Frequent telephone and computer-based work. Occasional overtime may be required. Periodic participation in customer and community outreach events. Why Join Tampa Electric? 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. 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. Tea