Customer Contact Center Representative

Xcel Energy•Amarillo, TX

7d•$15 - $22•Hybrid

About The Position

The Customer Contact Center Representative responds to a wide range of complicated customer issues through multiple technology channels, primarily by phone. The role uses expertise in electric and gas energy services, rates, products, and options across multiple service territories to resolve customer concerns—ideally in a single interaction—and provide accurate, tailored information. Representatives also process critical orders during electric and gas emergencies and help protect public safety. The position includes participation in an on-call rotation during storms and other emergency situations. The position requires seven weeks of in-person training in Amarillo, Texas, followed by three months working in the office. After that period, the opportunity to work from home may be available based on performance. Applicants must live within a one-hour commute of 790 Buchanan St in Amarillo. Training runs Monday through Friday, 10:00 AM to 6:30 PM. After training, schedules may include evenings and weekends, and many shifts extend beyond 6:30 PM. The role also requires six weeks of on-call coverage each year, which may involve working during the day, evening, or overnight if called. The anticipated starting base pay is $15.40 to $21.53 per hour. The position is eligible for the benefits listed in the posting, including health and insurance plans, retirement benefits, paid time off, and other programs.

Requirements

At least 12 months of customer service experience or equivalent.
High school diploma or equivalent.
Proficient with hardware and software technology, with a focus on Microsoft Windows products.
Able to proactively identify, troubleshoot, and resolve technology-related issues, including diagnosing hardware and software problems and implementing solutions.
Strong computer skills and the ability to navigate multiple systems and applications simultaneously.
Comfortable learning new technology, switching between programs, typing and entering information accurately, and troubleshooting technology issues.
Must live within a one-hour commute of 790 Buchanan St in Amarillo, Texas.
Able to complete seven weeks of in-person training and work in-office for three months after training.
Available for schedules that may include evenings and weekends, and for six weeks of on-call coverage per year, potentially during daytime, evening, or overnight hours.

Nice To Haves

Bilingual proficiency in Spanish; a compensation premium is available after passing a Spanish-language proficiency test.
Previous call center experience.

Responsibilities

Deliver exceptional customer service through multiple communication channels, primarily phone calls.
Anticipate customer needs and offer tailored solutions using advanced problem-solving skills.
Use critical thinking to address and resolve complex customer inquiries.
Provide specialized technical support to customers.
Respond precisely to gas and electric emergencies to help ensure public safety.
Handle customer calls professionally, empathetically, and knowledgeably, following scripts when necessary.
Participate in an on-call rotation and work some weekends as required.
Perform additional assigned duties, including participation in special projects.
Educate customers about company products and services and help them understand electric and gas rate options across multiple service territories.