Energy Customer Care Specialist - On-Call Support

Xcel Energy; Texas; On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical/Pharmacy Plan

Dental

Vision

Life Insurance

Pension

401(k) plan

Paid time off (PTO)

Holidays

Volunteer Paid Time Off (VPTO)

Parental Leave

Job summary

Xcel Energy in Amarillo, TX seeks a Customer Contact Center Representative to respond to complex customer inquiries across multiple channels. You will help customers understand energy options, handle emergency situations, and participate in on-call rotations, with an emphasis on accuracy, empathy, and problem-solving.

The role requires at least 18 months of customer service experience and a high school diploma, with preferred Spanish language skills.

Qualifications

• 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.
• Ability to proactively identify, troubleshoot, and resolve technology-related issues.

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

Microsoft Windows

Problem solving

Technical support

Spanish language (desirable)

Education

High School Diploma or equivalent

Tools

Windows familiarity

Job description

Xcel Energy in Amarillo, TX seeks a Customer Contact Center Representative to respond to complex customer inquiries across multiple channels. You will help customers understand energy options, handle emergency situations, and participate in on-call rotations, with an emphasis on accuracy, empathy, and problem-solving.

The role requires at least 18 months of customer service experience and a high school diploma, with preferred Spanish language skills.