Credit and Collections Representative

Xcel Energy Inc; Eau Claire (WI); On-site; USD 23,000 - 32,000; Full time

Job summary

Xcel Energy is seeking a Residential Credit and Collections Representative in Eau Claire, WI to deliver exceptional customer service, negotiate payment plans for past due balances, and resolve complex inquiries across multiple channels. The role focuses on educating customers about debt repayment options and promoting company products for a better overall experience.

The position requires at least 18 months of customer service experience and a high school diploma, with on-the-job training in

Qualifications

• 18 months of customer service experience or equivalent.
• High School Diploma or equivalent.
• Ability to confidently use multiple computer programs at once.
• Capability to identify, troubleshoot, and resolve technology-related issues

Responsibilities

• Deliver exceptional customer service through phone and other channels.
• Anticipate customer needs and offer tailored solutions.
• Use critical thinking to address complex inquiries.
• Provide specialized technical support to customers.
• Engage past-due customers to negotiate payments and arrangements.
• Follow and optimize debt collection protocols with tools.
• Expedite resolution of disputes and inquiries.
• Handle calls professionally and empathetically, following scripts when needed.
• Participate in an on-call rotation.
• Perform additional duties including special projects.

Skills

Customer service

Problem solving

Technical troubleshooting

Multitasking

Education

High School Diploma

Job description

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you’re looking for.

Position Summary

The Residential Credit and Collections Representative plays a pivotal role to ensure customer satisfaction and to solve a wide range of complex issues and inquiries. Representatives utilize strong negotiation skills to collect payments and arrange a schedule for past due utility debt repayment. Through the use of multiple technology channels, Residential Credit and Collections Representatives analyze and address customers’ energy needs and concerns in a single interaction. Building trust with customers is essential in this role, requiring the anticipation of their needs and the provision of precise information. The role involves educating customers on necessary actions and strategies for debt repayment and the promotion of a variety of company products and services to enhance their overall experience. This role supports customers by maintaining an understanding of complex electric and gas rate options across multiple service territories. In addition, representatives will process critical orders in high pressure situations surrounding electric emergencies, as well as on-call responsibilities during storm or other related emergency situations. Performance is measured against individual indicators of customer satisfaction, quality, and productivity to meet overarching business goals.

Essential Responsibilities

• Deliver exceptional customer service through multiple communication channels, primarily phone calls.
• 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.
• Engage with past due customers to negotiate for payments and eligible arrangements on remaining balances.
• Follow and optimize collection protocol utilizing specialized tools.
• Expedite the resolution of customer disputes and queries.
• Handle customer phone calls professionally, empathetically and knowledgeably, following appropriate scripts when necessary.
• Participate in an on-call rotation.
• Perform additional duties as assigned, including involvement in special projects.

Minimum Requirements

• At least 18 months of customer service experience or equivalent.
• High School Diploma or equivalent.
• Ability to confidently use multiple computer programs at once.
• The capability to proactively identify, troubleshoot, and resolve technology-related issues. This includes diagnosing hardware and software problems, implementing effective solutions, and ensuring minimal disruption to workflow.

Preferred Requirements

• Bilingual proficiency in Spanish is highly desirable, with a compensation premium available after passing a Spanish-language proficiency test.
• Experience in collections.

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.

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 [e-mail].

Non-BargainingThe anticipated starting base pay for this position is: $20.00 per hourThis position is eligible for the following benefits: 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

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

In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation.You will not be penalized for redacting or removing this information.

Deadline to Apply: 09/01/26

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility.

ACCESSIBILITY STATEMENT

Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.