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Lead Representative, Customer Service
2 months ago
Our Vision: Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.
Our Commitment: CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
Job Summary
You will have the ability to responsible for all aspects of telephone customer service. Serve as a coach and mentor while monitoring for a Customer Service Representative (CSR) team to report directly to a call center Supervisor. Perform all work at an advanced level demonstrating an expert understanding of the CSR job role and responsibilities. Interact with customers and CSR team; respond to all questions relating to all Company customer service programs. ?????
Essential Functions
- Respond timely to all questions from customers and CSR's relating to customer service inquiries via verbal and/or written communication with a focus on one call resolution.
- Provide excellent customer service
- Serve as a role model demonstrating advanced system knowledge and customer service skills
- Assist CSR's with order entry errors and provide proper training/insight to avoid a duplication of errors
- Assist customers as needed to provide customer satisfaction
- Follow-up on customer calls
- Track and record CSR team activity and present aggregated data to Team Supervisor
- Handle customer calls for multiple companies in two or more billing programs simultaneously
- Produce ad-hoc reports as required by Team Supervisor
- Develop CSR's and mentor them for advancement opportunities
- Requires a high school diploma or the equivalent knowledge of English, basic mathematics, grammar and punctuation.
- 6 years of customer service experience, of which at least 2 years must be in a call center
Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.
Diversity, Equity and Inclusion
CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities and talents of our diverse workforce.
At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
What we bring to you
- Competitive pay
- Paid training
- Benefits eligibility begins on your first day
- Transit subsidies
- Flexible work schedule, paid holidays and paid time off
- Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
- Professional growth and development programs including tuition reimbursement
- 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution
Job Type: Full Time
Posting Start Date: 07/02/2024
Posting End Date: 07/16/2024
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.
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