Customer Service Rep-Level 2 - Experienced (6 - 10 Years)

Role Overview

We are seeking an experienced Customer Service Representative to join a dedicated Customer Care team. This role involves managing inbound and outbound customer contacts across multiple channels, including phone, email, and chat. The ideal candidate will have a strong ability to handle complex customer interactions with professionalism, efficiency, and empathy, and will be responsible for resolving a variety of customer issues.

Key Responsibilities

• Manage non-routine customer issues that require adaptation and research.
• Handle customer inquiries, billing issues, complaints, and account-related requests.
• Process account maintenance requests and handle escalations.
• Ensure compliance with all call standards, scripting requirements, and regulatory guidelines.
• De-escalate difficult customer situations and accurately document all interactions.
• Provide guidance to junior team members and assist with training.
• Support fraud investigations and revenue risk management.
• Conduct customer outreach for issue resolution and account updates.

Required Qualifications

• Education: A High School Diploma or GED is required.
• Experience: 6–10 years of customer service experience is required. A proven track record of successfully meeting sales quotas over the phone is also necessary.
• Technical Skills: Candidates must have the ability to navigate multiple systems simultaneously and possess a working knowledge of relevant computer programs, such as CRM software and telephone systems.

Preferred Qualifications

• An Associate’s or Bachelor's degree.
• Experience within the energy or utilities industry.
• Bilingual proficiency in English and Spanish.
• Familiarity with ticketing systems.

Work Environment

This is an onsite position in Houston, Texas. The role requires participation in a three-month training program, during which time off cannot be requested.

Benefits

• Supplemental benefits including medical, dental, vision, life, disability, and other insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program, certification prep access, and a library of technical and leadership courses/books/seminars (available after 6+ months of tenure).
• Certification discounts and perks through associations including CompTIA and IIBA.
• Dedicated customer service team for Consultants and a certified Career Coach.