Credit and Collections Representative

Xcel Energy • Amarillo, TX

98d • $15 - $21

About The Position

The Residential Credit and Collections Representative plays a pivotal role to ensure customer satisfaction and to solve a wide range of complex issues and inquiries. Representatives utilize strong negotiation skills to collect payments and arrange a schedule for past due utility debt repayment. Through the use of multiple technology channels, Residential Credit and Collections Representatives analyze and address customers' energy needs and concerns in a single interaction. Building trust with customers is essential in this role, requiring the anticipation of their needs and the provision of precise information. The role involves educating customers on necessary actions and strategies for debt repayment and the promotion of a variety of company products and services to enhance their overall experience. This role supports customers by maintaining an understanding of complex electric and gas rate options across multiple service territories. In addition, representatives will process critical orders in high pressure situations surrounding electric emergencies, as well as on-call responsibilities during storm or other related emergency situations. Performance is measured against individual indicators of customer satisfaction, quality, and productivity to meet overarching business goals.

Requirements

• At least 18 months of customer service experience or equivalent.
• High School Diploma or equivalent.
• Ability to confidently use multiple computer programs at once.
• The capability to proactively identify, troubleshoot, and resolve technology-related issues.

Nice To Haves

• Bilingual proficiency in Spanish is highly desirable, with a compensation premium available after passing a Spanish-language proficiency test.
• Experience in collections.

Responsibilities

• Deliver exceptional customer service through multiple communication channels, primarily phone calls.
• Anticipate customer needs and offer tailored solutions using advanced problem-solving skills.
• Utilize critical thinking to address and resolve complex customer inquiries.
• Provide specialized technical support to customers.
• Engage with past due customers to negotiate for payments and eligible arrangements on remaining balances.
• Follow and optimize collection protocol utilizing specialized tools.
• Expedite the resolution of customer disputes and queries.
• Handle customer phone calls professionally, empathetically and knowledgeably, following appropriate scripts when necessary.
• Participate in an on-call rotation.
• Perform additional duties as assigned, including involvement in special projects.

Benefits

• Spot On Bonus
• Medical/Pharmacy Plan
• Dental
• Vision
• Life Insurance
• Dependent Care Reimbursement Account
• Health Care Reimbursement Account
• Health Savings Account (HSA) (if enrolled in eligible health plan)
• Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
• Transportation Reimbursement Account
• Short-term disability (STD)
• Long-term disability (LTD)
• Employee Assistance Program (EAP)
• Fitness Center Reimbursement (if enrolled in eligible health plan)
• Tuition reimbursement
• Transit programs
• Employee recognition program
• Pension
• 401(k) plan
• Paid time off (PTO)
• Holidays
• Volunteer Paid Time Off (VPTO)
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Industry: Utilities
• Education Level: High school or GED