Customer Service Representative - Credit and Collections

Xcel Energy•Eau Claire, WI

1d•$20•Onsite

About The Position

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for. Training for this position will be conducted in person in Eau Claire, WI Starting pay for this position is $20.00 Training begins February 2026 After completing training, employees will be required to work onsite at our Eau Claire, WI location for a period of three months. Position Summary 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. 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.
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 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.