Customer Contact Center Representative

Xcel Energy Services Inc; Amarillo (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Xcel Energy in Amarillo, TX is seeking a Customer Contact Center Representative to resolve a wide range of issues across multiple channels. You will help customers with energy needs, educate them on products and services, and build trust through accurate information.

The role requires seven weeks of in‑person training and three months in-office, with potential to transition to remote work based on performance. Training is 10 AM - 6:30 PM, onsite for three months near Amarillo.

Qualifications

• This position requires at least 12 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.

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.

Skills

Customer service

Technical troubleshooting

Microsoft Windows

Multitasking

Education

High School Diploma or equivalent

Tools

Microsoft Windows

Job description

Xcel Energy (NASDAQ: XEL) is a leading energy provider and Fortune 500 company, dedicated to serving millions of electricity and natural gas customers across eight states: Minnesota, Colorado, Wisconsin, Michigan, North Dakota, South Dakota, New Mexico and Texas. We make energy work better for our customers, helping them thrive every day. That means always raising the bar - delivering better service and providing more reliable, resilient, and sustainable energy.

Xcel Energy is a place where you'll have opportunities to grow, expand your skills, and help lead the clean energy transition. We offer meaningful rewards, recognition, and support to help you build your career and make an impact - both on the job and beyond. Most importantly, it means you'll be joining a company that knows employees are the driving force behind its success and is committed to helping you be your best.

Xcel Energy supports a hybrid work model to enable collaboration and flexibility. Many roles are expected to work onsite three days per week (Tuesday-Thursday); however, work location expectations vary based on role, team, and business needs.

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.

Important Position Requirements and Expectations

This position requires seven weeks of in‑person training and three months of in‑office work, with the opportunity to transition to working from home based on performance.

Training is Monday-Friday, 10 AM - 6:30 PM.

Training is in person in Amarillo, TX, and employees will work on‑site for three months following training.

Must live within a one‑hour commute of 790 Buchanan St in Amarillo, TX.

Schedule after training: may include evenings and weekends, with many shifts extending beyond 6:30 PM.

on‑call rotation: This position requires six weeks of on‑call coverage each year, which may require you to work during the day, evening, or overnight if called upon.

Computer & Technology Skills: The right candidate should already have strong computer skills and the ability to navigate multiple systems and applications at the same time. Candidates should also be comfortable with change, learning new technology, switching between programs, typing and entering information accurately, and troubleshooting technology issues.

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 12 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.

Our culture is grounded in shared values and employee commitments that guide how we work, support one another, and grow together.

Our ValuesConnected, Committed, Trustworthy, Safe

Our Employee CommitmentsWork that makes a differenceA team you can count ofOpportunities to growRewards that help you thr