Customer Support Specialist II

1 week ago


Houston, Texas, United States Westinghouse Electric Company Full time

We are seeking a Customer Support Specialist II for our client, Westinghouse Electric Company. This role is a contract position focused on providing exceptional service in the retail energy sector.

Position Overview:

The ideal candidate will have a solid background in the retail energy field, with a thorough understanding of the PUCT regulations relevant to the industry. This role demands excellent interpersonal skills, effective time management, and strong communication abilities, all while maintaining a commitment to outstanding customer service.

Location: Houston, TX

This position involves critical decision-making to address and resolve complex customer inquiries, complaints, and requests regarding billing and policies, utilizing knowledge of corporate guidelines. The role emphasizes effective public relations and revenue risk management, adapting responses as necessary. Additionally, this position provides mentorship and guidance to junior team members.

Key Responsibilities:

  • Receive and verify customer documentation, ensuring identity verification and addressing potential fraud.
  • Handle inbound inquiries from customers regarding pending enrollments for residential and small commercial accounts.
  • Conduct outbound follow-up calls to inform customers about holds on their orders and guide them through the service execution process.
  • Identify coaching opportunities for Care/Sales agents to ensure adherence to established company protocols.
  • Deliver timely and accurate reports to various departments, highlighting critical performance metrics.
  • Offer professional coaching to third-party vendors.
  • Support agent development initiatives that align with customer growth strategies.
  • Recommend enhancements to training and management processes.
  • Maintain a comprehensive understanding of compliance regulations and company policies to mitigate business risks.
  • Meet attendance and storm duty obligations.
  • Perform additional job-related tasks as assigned.

Required Qualifications:

  • High School Diploma or GED.
  • Minimum of 2 years of relevant experience.
  • Proficient in Microsoft Office and internet technologies.

Preferred Qualifications:

  • Associate degree.

We are an equal opportunity employer, committed to diversity and inclusion in the workplace.



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