Energy Customer Service Representative

7 days ago


Eau Claire, Wisconsin, United States Xcel Energy Full time
Customer Contact Center Representative Role

Xcel Energy, a leading combination electricity and natural gas energy company, is seeking a highly skilled CUSTOMER CONTACT CENTER REPRESENTATIVE to join our team.

Job Description

The successful candidate will play a pivotal role in ensuring customer satisfaction by efficiently responding to a wide array of complicated and complex issues. By utilizing multiple technology channels, customer care representatives analyze and address customer concerns, leveraging a high level of expertise to resolve issues in a single interaction.

This position requires the ability to build trust with customers, anticipating their needs and providing precise information. The representative educates customers on various company products and services to enhance their overall experience, supporting customers by maintaining an understanding of complex electric and gas rate options across multiple service territories.

Essential Responsibilities
  • Deliver exceptional customer service through multiple communication channels, primarily phone calls, while adhering to established scripts when necessary.
  • 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, responding to gas and electric emergency situations with precision to ensure public safety.
Requirements and Qualifications

To be successful in this role, you must have at least 18 months of customer service experience or equivalent. A High School Diploma or equivalent is also required, along with proficiency in hardware and software technology with a focus on Microsoft Windows products.

The capability to proactively identify, troubleshoot, and resolve technology-related issues is essential. Bilingual proficiency in Spanish is highly desirable, with a compensation premium available after passing a Spanish-language proficiency test.

Benefits

Xcel Energy offers a comprehensive portfolio of benefits, including:

  • Spot On Bonus
  • Medical/Pharmacy Plan
  • Dental
  • Vision
  • Life Insurance
  • Dependent Care Reimbursement Account
  • Health Care Reimbursement Account
  • Health Savings Account (HSA) (if enrolled in eligible health plan)
  • Limited-Purpose FSA (if enrolled in eligible health plan and HSA)
  • Transportation Reimbursement Account
  • Short-term disability (STD)
  • Long-term disability (LTD)
  • Employee Assistance Program (EAP)
  • Fitness Center Reimbursement (if enrolled in eligible health plan)
  • Tuition reimbursement
  • Transit programs
  • Employee recognition program
  • Pension
  • 401(k) plan
  • Paid time off (PTO)
  • Holidays
  • Volunteer Paid Time Off (VPTO)
  • Parental Leave

Xcel Energy has the right to end, suspend, or amend any of its plans at any time, in whole or in part.

Estimated Salary Range

The anticipated starting base pay for this position is between $14.40 and $22.30 per hour.



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