LCL12 Customer Service Representative

Location: Minneapolis, MN 55402 | Full-time position

About the role

Proven mastery in providing quality, prompt, and accurate responses to customer inquiries, complaints, or sales/promotional opportunities for CenterPoint Energy gas and/or electric customers in a fast-paced, high-volume environment. Performs direct customer contact through various channels including phone, email, and chat. Completes administrative functions and data entry.

Responsibilities

• Respond to all questions relating to Company customer service inquiries via verbal and/or written communication with a focus on one-call resolution
• Issue orders to establish or discontinue gas service
• Resolve billing inquiries, perform account adjustments, negotiate payment arrangements and deposit amounts, process online customer service and electronic billing inquiries, and follow up on customer accounts
• Negotiate and/or accept payments and payment arrangements with delinquent customers that achieve mutually agreed-upon terms and conditions following outlined policies
• Manage customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service; provide follow-up by completing appropriate records and documentation
• Maintain current knowledge of Company systems, policies, procedures, reporting, and other information to identify customer needs and ensure customer satisfaction
• Consider each customer contact as an opportunity to sell or promote additional value-added products or services offered by the company (e.g., IVR, Web)

Requirements

• High school education or GED
• One (1) year of customer service experience, which includes sales experience

Benefits

• Benefits eligibility begins on your first day
• Medical, dental, and vision benefits
• Health Savings Account (HSA) with a company contribution
• Health/Dependent Care Flexible Spending Accounts
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution
• Flexible work schedule, paid holidays, and paid time off
• Paid training
• Professional growth and development programs including tuition reimbursement
• Life, AD&D, and disability insurance
• Employee Assistance Program (EAP)
• Transit subsidies
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston

Pay

$27.02 per hour (specific to Minnesota and the pay rate negotiated in the applicable Collective Bargaining Agreement)