Customer Contact Center Representative

Xcel Energy•Amarillo, TX

1d•Hybrid

About The Position

The Customer Contact Center Representative helps ensure customer satisfaction by responding efficiently to complicated and complex issues through multiple technology channels, primarily phone calls. The representative uses expertise in customers’ energy needs to resolve concerns in a single interaction, anticipate customer needs, build trust, provide accurate information, and educate customers about company products and services. The role requires understanding complex electric and gas rate options across multiple service territories and processing critical orders during electric and gas emergencies. The position requires seven weeks of in-person training in Amarillo, Texas, followed by three months working in the office. After that, employees may have the opportunity to transition to working from home based on performance. Candidates must live within a one-hour commute of 790 Buchanan St in Amarillo. Training runs Monday through Friday, 10:00 a.m. to 6:30 p.m. After training, schedules may include evenings and weekends, and many shifts extend beyond 6:30 p.m. The role also includes six weeks of on-call coverage each year, potentially requiring daytime, evening, or overnight work when called. The successful candidate is comfortable using and switching between multiple systems and applications, learning new technology, entering information accurately, and troubleshooting technology issues. Xcel Energy describes a hybrid work model, though the position’s specific requirements include in-person training and three months onsite, with a possible later transition to home working based on performance.

Requirements

At least 12 months of customer service experience or equivalent.
High school diploma or equivalent.
Proficiency with hardware and software technology, with a focus on Microsoft Windows products.
Ability to proactively identify, troubleshoot, and resolve technology-related issues, including diagnosing hardware and software problems, implementing solutions, and minimizing workflow disruption.
Strong computer skills and ability to navigate multiple systems and applications at the same time.
Ability to adapt to change, learn new technology, switch between programs, type and enter information accurately, and troubleshoot technology issues.
Must live within a one-hour commute of 790 Buchanan St in Amarillo, Texas.
Must complete seven weeks of in-person training and work onsite for three months following training.
Must participate in six weeks of on-call coverage each year.

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 appropriate scripts when necessary.
Participate in an on-call rotation and work some weekends as required.
Perform additional duties as assigned, including involvement in special projects.
Educate customers about company products and services.
Maintain an understanding of complex electric and gas rate options across multiple service territories.
Process critical orders in high-pressure electric and gas emergency situations.