The Customer Contact Representative’s primary responsibility is to resolve any issues our customers might face and ensure their satisfaction. Contact Center Representatives will consult with customers on their energy needs and resolve issues in one contact. Build trust with customers by anticipating their needs and efficiently providing accurate information. Educate customers on various company products and services that enhance their experience. Understand complex electric and gas rate options across multiple service territories. Analyze and assist customers with complicated requests and questions. Accountable for individual performance indicators of customer satisfaction, quality, and productivity to ensure that the overall business objectives are achieved.

Essential Responsibilities

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  Provide high-quality customer interaction through multiple channels in a Contact Center environment.
• Anticipate the customer’s needs and consults with them by offering solutions and problem-solving.
• Responds to complex inquiries.
• Provide technical support to customers.
• Respond to gas and electric emergency situations with a high degree of accuracy to ensure public safety on-call rotation required.
• Performs other duties as assigned, including work on special projects.
• Employees may be required to report to an office location if technology challenges result in unproductive time.

Onboarding and new hire training may take place virtually. The current regular schedule is a hybrid of work from home and at least one day in the office. To accommodate this, all new hires will need to have access to reliable high-speed internet (10mbp), and a place in their home or other location where they can train and work without interruption. Must be within 1 hour of the Amarillo, TX Contact Center (790 Buchanan Amarillo, TX 79101).

Minimum Requirements

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  Minimum 18 months of customer service experience.
• High School Diploma or equivalent.
• Experience promoting products and services preferred.
• Bilingual/Spanish experience is a plus.
• Must have access to reliable high-speed internet (10mbp)

• Must be within 1 hour of the Amarillo, TX Contact Center (790 Buchanan Amarillo, TX 79101)

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Xcel Energy is committed to the safety of its employees and customers, and promotes a Safety Always culture. Because of this, we strongly encourage all employees to be fully vaccinated against COVID-19; however, vaccination is not mandatory. After being hired, you will asked to report your vaccination status and dates of vaccination. This information will be maintained confidentially and disclosed only on a need-to-know basis. If you are not fully vaccinated or choose not to disclose your vaccination status you will be required to follow any health-and-safety rules applicable to unvaccinated employees.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

Posting Notes: TX - Amarillo || TX - Amarillo || United States (US) || Customer & Utility Innovation || 66960:Customer Contact Ctr Amarillo || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $14.00 to $19.46 per hour

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Requisition Number: 54054

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com