Customer Contact Center

Xcel Energy; Wisconsin; On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

Spot On Bonus

Medical/Pharmacy Plan

Dental

Vision

Life Insurance

PTO

Holidays

Parental Leave

Pension

401(k) plan

Transit programs

Tuition reimbursement

Job summary

Xcel Energy's Customer Contact Center Representative role focuses on delivering high-quality service across multiple channels, resolving complex customer issues with accuracy and care. You will educate customers on energy products and services and assist with understanding diverse rate options across service areas.

The position supports customers during electric and gas emergencies, and participates in on-call rotations, weekend shifts, and special projects as needed.

Qualifications

• Minimum 18 months of customer service experience.
• High School Diploma or equivalent.
• Proficient in hardware and software technology with a focus on Windows products.
• Ability to proactively identify, troubleshoot, and resolve technology-related issues.

Responsibilities

• Deliver exceptional customer service through multiple channels, primarily phone calls.
• Anticipate customer needs and offer tailored solutions using advanced problem-solving skills.
• Provide specialized technical support to customers.
• Respond to gas and electric emergency situations with a high degree of precision.
• Handle customer calls professionally, empathetically, and knowledgeably, following scripts when necessary.
• Participate in an on-call rotation and some weekends as required.
• Perform additional duties as assigned, including involvement in special projects.

Skills

Customer service

Hardware & software troubleshooting

Windows proficiency

Education

High School Diploma or equivalent

Tools

Microsoft Windows

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 Customer Contact Center Representative plays 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. This position leverages a high level of expertise in helping customers with their energy needs to resolve issues 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 representative educates customers on 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. Customer Contact Center Representatives will process critical orders in high-pressure situations surrounding electric and gas emergencies, as well as participate in the on-call rotations during storms and other related emergency situations.

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.
• Respond to gas and electric emergency situations with a high degree of precision to ensure public safety.
• Handle customer phone calls professionally, empathetically, and knowledgeably, following appropriate scripts when necessary.
• Participate in an on-call rotation and some weekends as required.
• 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.
• Proficient in hardware and software technology with a focus on Microsoft Windows products.
• 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.
• Previous call center experience is highly desirable.

Location Requirement: Employees in this role must reside within a one-hour commuting distance of their assigned work location. This requirement supports business needs, including onsite training, team meetings, operational support, and other in-person business activities as needed.

The base starting salary for this position is $20.

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.

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

This 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 limit