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Call Center Rep/Sr. Call Center Rep

2 months ago

Albuquerque, United States New Mexico Gas Company Full time


This position will be open to internal and external applicants and will close on Monday, September 16, 2024.



The Call Center Rep position pays between $42,400 to $53,000; the Senior Call Center Rep position pays between $48,000 to $60,000. Placement in any level is based on the skills, education and experience of the successful candidate.


About This Opportunity:

Are you looking to contribute to company success by using a broad range of expertise to help solve customer inquiries? Do you like working in a fast-paced setting where your ability to solve problems can really make a difference? If that sounds like you, we'd love for you to be part of our team as a Call Center Rep. The Call Center Rep will work with our customers from across the state to provide professional and courteous customer service to New Mexico Gas users.


Primary Duties and Responsibilities:

This list does not reflect the job duties in their entirety.

  • Answers inbound phone calls from customers regarding billing inquiries and audits, account adjustments, in house credit and collections, resolutions of energy diversion cases, available rate options, debt payment, conservation, weatherization, service connections, orders, disconnections, or transfers, and dispatching and conflict resolution.
  • Completes all customer service training and assessments and develops proficiency in the majority of customer service technical transactions for customers.
  • Maintains statistical records as needed.
  • Implements existing business practices and advanced field experiences that apply to bad debt recovery, unbilled meters, enforcing deposit policies, and identification of other areas of potential exposure to reduce revenue losses.
  • Actively manages, preps for, and troubleshoots customer disconnections for non-payment and assists in the preparation of customer notices as needed or assigned.

*Senior Level: Entry Level Duties Plus Additional Responsibilities


Successful Candidate Must Have:

  • A high school diploma or equivalent
  • 1 year of customer service or call center experience
  • Senior Call Center Rep: 3 years of customer service or call center experience
  • Preferred: Bilingual (English/Spanish)


Working Conditions:

Call Center Environment