Customer Care Agent III

3 months ago

Houston, United States Calpine Energy Solutions, LLC Full time

Job Details **ASPIRE TO POWER YOUR FUTURE**

At Calpine, we give you the tools you need to chart your own career path in an engaging, fast-paced environment where you can learn from power industry leaders.

Whether you are a student seeking an internship that offers real-world experience, a recent graduate ready to build a rewarding career or a seasoned professional who wants to expand your horizons, Calpine provides meaningful opportunities and challenges.

Our learning and development platforms and educational reimbursement programs enable employees with initiative to explore their own potential in a dynamic and rewarding industry.

Requisition Number 22-0036 Title Customer Care Agent III - Commercial City Houston State TX Job Family Retail Shift Days Employee Type Regular Subject to DOT Regulations No Relocation Provided No Location Champion Houston Description Job Summary: (includes but is not limited to the following, other duties may be assigned):

Responsible for the accurate and efficient resolutions of customer service issues.

Job Responsibilities:

Responsible for working cooperatively with Customer Care Team Leads to train, coach, and resolve issues for other agents as necessary.

Participate in cooperation with Customer Care Team Leads to train and coach other agents.

Work cooperatively with Customer Care Team Leads to perform quality assurance surveys on other agents.

On certain scheduled shifts act as floor supervisor to advise agents on customer resolution and escalate customer issues to Team Lead or Manager as necessary.

May be assigned to particular projects and work across brands.

Answer incoming customer service calls, usually for commercial, GLO or other more complex accounts; provide the customer with full resolution to issues or concerns

Train new agents on basic CCA responsibilities, answering calls, webchats, processes, and procedures

Provide the customer with full resolution to issues or concerns

Correspond and coordinate with other departments to achieve issue resolution for customer

Follow up with the customer in writing when necessary.

Notate customer accounts with regards to all resolutions, pending status and updates

Flag accounts appropriately to avoid collections and interruptions of service based on resolution

Accept payments over the phone and issue reconnect orders when necessary

Answer emails from customers in company boxes for support, information, and access

Return all messages from the external call center where a resolution was not completed

Enter adjustments to customer accounts based on business rules

Learning a brand at a time.

May have existing prior energy experience

Journey-level knowledge of the job and company policies to complete routine and non-routine assignments.

Proficient application of software, tools, and department processes.

Frequently works independently with supervision as needed.

Complex decisions with supervisor review ads needed.

With occasional guidance, ensures the timely and accurate performance of responsibilities for a single trade, group of closely related tasks, or functional area.

Work seldom reviewed by others; work reflects advanced skill

Completes tasks that require an ability to recognize deviation from accepted practices for a single department or function.

Works on semi-routine assignments.

Able to provide creative solutions for unique customer service issues and provide ideas to others

Works under general supervision.

Normally follows established procedures for routine work, requires instructions only on new assignments. Requirements HS degree or equivalent certification required.

Requires a minimum of 5+ years experience in Retail Electricity, and/or in a customer service capacity.

Fluency in Spanish preferred.

Must be willing to work on a rotating schedule

Must be open to work and travel during emergencies and natural disasters to keep customer service operations running smoothly

* Vaccination Information: Calpine requires an individual who is newly hired into this position to be vaccinated for COVID-19 within the first 28 days of employment - if not already vaccinated prior to starting employment. If you have any concerns regarding compliance with this requirement, you will need to discuss your concerns with Calpines HR department after a decision has been made about whether or not to make you a conditional offer of employment. Calpine does not require applicants to discuss vaccination status prior to receipt of a conditional offer of employment and complies with all applicable laws requiring reasonable accommodation.

* Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

* Calpine is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to hrrecruitment@calpine.com. Determination on requests for reasonable accommodation are made on case-by-case basis.

* Please view Equal Employment Opportunity Posters provided by OFCCP .

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