Customer Contact Center Representative

Xcel Energy

Position Summary

The Customer Contact Center Representative ensures customer satisfaction by efficiently responding to a wide array of complicated and complex issues. Representatives analyze and address customer concerns using multiple technology channels, leveraging a high level of expertise in energy needs to resolve issues in a single interaction. This role involves building trust with customers by anticipating their needs and providing precise information, educating them on company products and services, and maintaining an understanding of complex electric and gas rate options across multiple service territories. Representatives will also process critical orders in high-pressure situations surrounding electric and gas emergencies and participate in on-call rotations during storms and other emergency situations.

Key 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.

Requirements & Tech Stack

• Proficient in hardware and software technology with a focus on Microsoft Windows products.
• The capability to proactively identify, troubleshoot, and resolve technology-related issues.
• Diagnosing hardware and software problems, implementing effective solutions, and ensuring minimal disruption to workflow.

Qualifications

• At least 12 months of customer service experience or equivalent.
• High School Diploma or equivalent.
• 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.

This position requires seven weeks of in-person training and three months of in-office work, with the opportunity to transition to working from home based on performance.

The anticipated starting base pay for this position is: $15.40 to $21.53 per hour.