Customer Service Representative

3 weeks ago

Houston, Texas, United States Calpine Energy Solutions, LLC Full time

**Job Summary:**

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Calpine Energy Solutions, LLC. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our commercial customers, resolving issues in a timely and efficient manner, and working collaboratively with our Customer Care Team Leads to achieve our goals.

**Key Responsibilities:**

  • Provide accurate and efficient resolutions to customer service issues
  • Work cooperatively with Customer Care Team Leads to train, coach, and resolve issues for other agents as necessary
  • Participate in quality assurance surveys to ensure high-quality service
  • Act as a 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
  • 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

**Requirements:**

  • HS degree or equivalent certification required
  • 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

**Equal Opportunity Employer:**

Calpine Energy Solutions, LLC is an Equal Opportunity Employer and is committed to 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 our HR department.

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