Job Description

We are engineers, high line workers, power plant managers, accountants, electricians, project coordinators, risk analysts, customer service operators, community representatives, safety and security specialists, communicators, human resources partners, information technology technicians and much, much more. We are 3,500 people committed to enhancing the lives of the communities we serve. Together, we are powering the growth and success of our community progress every day!

Deadline to apply: October 6, 2026 11:59pm

Pay Grade

10

Qualifications may warrant placement in a different job level.

Position Summary

The Customer Information Solutions Specialist (CISS) will be part of a 24/7/365 organization and is responsible for providing support between System Operations and various customer facing roles, primarily but not limited to emergency electric and gas events. The CISS will be responsible for providing detailed reporting updates on impactful, major and emergency events to Customer Strategy, Corporate Communication, Government Relations, Gas, Electric Delivery Services, Energy Supply, Products & Services, and any other customer escalation across the company. Updates will follow the Situational Awareness defined communication strategy standards. In addition, the CISS will be responsible for initial alert notifications and provide updates until resolved and be the liaison between System Operators and Call Duty Leadership, including identifying and communicating trends to prevent escalations. The CISS must be comfortable in communicating at all levels of management within various departments and external customers.

Tasks and Responsibilities

• Position will work a rotational schedule to include but not limited to day and night rotation, day-run, night-run, etc. Schedule will be formulated based upon Business Unit needs
• Ability to work flexible schedules as needed, 24/7/365 (e.g. day and night rotation, day-run, night-run, etc)
• Responsible for reporting and updating various emergency electric or gas events
• Participate in collaborating with other departments to identifying, reporting and updating various emergency electric or gas events
• Participate in identifying, analyzing and communicating effectively with customers, internally and externally regarding complex problems and issues, to include social media inquiries and planned/unplanned outage information
• Participate in collaborating with System Operations to communicate updates to leadership & customer facing roles (e.g., Customer Service, Government Relations, Military Accounts, Key Account Management (KAM), Corporate Communications, Community Engagement, and other areas as needed)
• Participate in obtaining requested information from leadership in a timely and accurate manner
• Ability to identify possible trends to prevent escalations
• Responsible to participate in Weather Event strategy and be responsible until completion for assigned tasks
• Ability to learn and easily navigate key outage system reporting tools, including NetCadOps, ITOA, Focal Point, etc.
• Ability to learn and leverage collaboration tools to effectively manage & communicate (Microsoft Teams, WebEx, etc.)
• Hold skills to effectivity communicate verbally and in writing to all levels of the CPS Energy organization and external customers
• Ability to work with a diverse group of individuals in a fast-paced environment
• Participate in other duties as assigned and support other groups as needed (Walk-In Centers, Community Events, System Operations, Workforce, peers, etc.).

Minimum Skills

Minimum Knowledge and Abilities

Ability to communicate trends as necessary

Ability to work as part of a team under pressure with supervision

Must demonstrate initiative to volunteer and/or assist with projects and other tasks that arise

Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner while working with a diverse workforce and various environments

Have communication skills to interact with peers and staff

Effective listening skills to ensure understanding of directions and communicate problems to co-workers and management

Ability to learn time management skills

Must possess effective verbal and written communication skills

Be familiar with and/or have experience working with the following: Microsoft Office Package including not limited to word processing, spreadsheets, database, electronic mail and scheduling

Demonstrate a positive attitude

Preferred Qualifications

• Experience in working with the following: SAP, ITOA, NetCadOps, Focal Point, CPS Energy Outage Maps
• Bachelor’s degree in business, Engineering or related fields
• Experience in Customer Service or Electric Grid System Operations or Utility Industry

Competencies

Building and Supporting Teams

Demonstrating Initiative

Communicates Effectively

Delivering High Quality Work

Interacting with People at Different Levels

Minimum Education

High School Diploma or GED Equivalent

Required Certifications

Working Environment

Indoor & outdoor work, operating comp, manual dexterity, talking, hearing, repetitive motion. Use of personal comp equip, phone, multi- functioning printer & calculator. Ability to travel to & from meetings, training sessions or other busi-related events.

Physical Demands

Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

CPS Energy does not discriminate against applicants or employees. CPS Energy is committed to providing equal opportunity in all of its employment practices, including selection, hiring, promotion, transfers and compensation, to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, gender identity, national origin, citizenship status, veteran status, pregnancy, age, disability, genetic information or any other protected status. CPS Energy will comply with all laws and regulations.