LCL12 Customer Service Representative

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

• Responds to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one-call resolution.
• Issues orders to establish or discontinue gas service.
• Resolves billing inquiries, performs account adjustments, negotiates payment arrangements and deposit amounts, processes online customer service and electronic billing inquiries, and follows up on customer accounts.
• Negotiates and/or accepts payments and payment arrangements with delinquent customers that achieve mutually agreed-upon terms and conditions following outlined policies.
• Manages customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service. Provides follow-up by completing appropriate records and documentation.
• Maintains current knowledge of Company systems, policies, procedures, reporting, and other information to identify customer needs and ensure customer satisfaction.
• Considers each customer contact as an opportunity to sell or promote additional value-added products or services offered by the company (e.g., IVR, Web, etc.).

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, 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, 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

Compensation Rate: $27.02 hourly (specific to Minnesota and the pay rate negotiated in the applicable Collective Bargaining Agreement).

CenterPoint Energy is an equal opportunity employer.