Customer Contact Center Representative

Xcel Energy•Amarillo, TX

2d•$15 - $22•Hybrid

About The Position

The Customer Contact Center Representative supports customer satisfaction by responding efficiently to complex customer issues through multiple technology channels, primarily phone. The representative uses expertise in customers’ energy needs to resolve issues, ideally in a single interaction, build trust, anticipate customer needs, and provide accurate information. The role also educates customers about company products and services and maintains knowledge of complex electric and gas rate options across multiple service territories. The position provides specialized technical support and processes critical orders in high-pressure electric and gas emergency situations. Representatives participate in on-call rotations during storms and other related emergencies, and may work some weekends. The position requires seven weeks of in-person training and three months of in-office work, with an opportunity to transition to working from home based on performance. Xcel Energy supports a hybrid work model; broader onsite expectations vary by role, team, and business needs.

Requirements

At least 12 months of customer service experience or equivalent.
High school diploma or equivalent.
Proficiency with hardware and software technology, particularly Microsoft Windows products.
Ability to proactively identify, troubleshoot, and resolve technology-related issues, including diagnosing hardware and software problems, implementing effective solutions, and minimizing workflow disruption.

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 ensure public safety.
Handle customer phone 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 and help them understand electric and gas rate options across multiple service territories.