Credit and Collections Representative

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

Benefits offered by this job

Medical/Pharmacy Plan

Dental

Vision

Life Insurance

401(k) plan

PTO

Job summary

Xcel Energy is seeking a Residential Credit and Collections Representative to help customers with energy payments and arrange repayment plans. You will use negotiation and problem-solving skills across multiple channels to resolve complex issues and promote company products, while supporting on-call operations during storms and emergencies.

The role emphasizes customer satisfaction, accuracy, and the ability to explain energy options across service territories, ensuring a smooth, informed

Qualifications

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

Responsibilities

• Deliver exceptional customer service through multiple channels, primarily phone.
• Anticipate customer needs and offer tailored solutions using problem-solving skills.
• Utilize critical thinking to address and resolve complex inquiries.
• Provide specialized technical support to customers.
• Engage with past due customers to negotiate for payments and arrangements on balances.
• Follow and optimize collection protocol using specialized tools.
• Expedite resolution of customer disputes and queries.
• Handle customer calls professionally and empathetically, using scripts when needed.
• Participate in an on-call rotation.
• Perform additional duties including special projects.

Skills

Customer service

Negotiation

Problem solving

Multitasking

Spanish (desirable)

Education

High School Diploma or equivalent

Tools

Computer programs ( multitasking )

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.

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-Bargaining

The anticipated starting base pay for this position is: $20.00 per hour.

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

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

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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.

You. Us. Together.

At Xcel Energy, we're more than an energy company. We're reinventing how we power communities. Redefining how we care for customers. Reaffirming our commitment to the planet. We're committed to leading with equity and inclusion. You're not waiting for change – you're creating it. You're driven to protect the environment, support your community, and seek innovation. You want a career that grows with you and an employer who values you. You are reliable, trustworthy and bring integrity to everything you do. We are leading the way in clean energy. We're using technology and innovation in every facet of our company. We're providing safe, stable jobs with robust benefits. We keep our customers at the center of all we do. We're committed to hiring a workforce that reflects the communities we serve. Together, we can provide carbon-free electricity by 2050. Together, we can take care of the environment and our communities. Together, we can create a place where everyone belongs. Together we’re building a better tomorrow.