Customer Contact Center Representative

Xcel Energy•Amarillo, TX

1d•$18•Onsite

About The Position

The Customer Contact Center Representative plays a pivotal role in ensuring customer satisfaction by efficiently responding to a wide array of complicated and complex issues. By utilizing multiple technology channels, customer care representatives analyze and address customer concerns. This position leverages a high level of expertise in helping customers with their energy needs to resolve issues 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 representative educates customers on 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. Customer Contact Center Representatives will process critical orders in high-pressure situations surrounding electric and gas emergencies, as well as participate in the on-call rotations during storms and other related emergency situations.

Requirements

At least 18 months of customer service experience or equivalent.
High School Diploma or equivalent.
Proficient in hardware and software technology with a focus on Microsoft Windows products.
The capability to proactively identify, troubleshoot, and resolve technology-related issues. This includes diagnosing hardware and software problems, implementing effective solutions, and ensuring minimal disruption to workflow.

Nice To Haves

Bilingual proficiency in Spanish is highly desirable, with a compensation premium available after passing a Spanish-language proficiency test.
Previous call center experience is highly desirable.

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.
Respond to gas and electric emergency situations with a high degree of precision to ensure public safety.
Handle customer phone calls professionally, empathetically, and knowledgeably, following appropriate scripts when necessary.
Participate in an on-call rotation and some weekends as required.
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 Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.