Associate Customer Service Representative
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Job Description
About the Company
CenterPoint Energy and its predecessor companies have been in business for more than 150 years. Our vision is to become the most admired utility in the United States through the execution of our long-term growth strategy. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.
CenterPoint Energy is committed to creating an inclusive work environment where business results are achieved through the skills, abilities, and talents of our diverse workforce. At CenterPoint Energy, individuals are respected for their contributions toward our company objectives. We strive for an inclusive work environment across all levels that is reflective of the available workforce in the communities we serve.
About the Job
CenterPoint Energy is seeking an Associate Customer Service Representative to join our team in Evansville, Indiana. This position is responsible for receiving and responding to customer inquiries, complaints, or sales/promotional opportunities for CenterPoint customers in a fast-paced, high call-volume environment.
Essential Functions
• Responds to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution.
• Performs direct customer contact through various channels including phone, email, and chat.
• Completes administrative functions and data entry.
• Issues orders to establish or discontinue gas service or to establish Electric Service Identifier (ESID) number to create meter sets.
• 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.
• Solicits customer feedback on service provided and initiates action based on customer feedback. Receives and appropriately prioritizes trouble calls.
• Interacts with Competitive Retail providers (CRs) to discuss readings, billing dates, order receipts, etc.
• Ensures proper electric and gas permitting is in place by interacting with the internal permitting department or other entities as needed.
• Considers each customer contact as an opportunity to sell or promote additional value-added products or services offered by the company (i.e., IVR, Web, etc.).
• Interacts with other departments to resolve customer inquiries and achieve customer satisfaction. These departments include Transmission and Distribution, Field Activities, Field Services, Revenue Accounting, and others when necessary.
Education and Experience
• Requires a high school diploma or GED.
• Requires a minimum of 1 year of customer interaction experience, preferably one year in a high-volume call center environment, with a proven history of professionally and effectively resolving customer concerns.
What We Offer
• Competitive pay
• Paid training
• Benefits eligibility begins on your first day
• Transit subsidies
• Flexible work schedule, paid holidays, and paid time off
• Access to discounts at fitness clubs and an on-site wellness center at our headquarters in Houston
• Professional growth and development programs including tuition reimbursement
• 401(k) Savings Plan featuring a company match dollar-for-dollar up to 6% and a company contribution of 3% regardless of your contribution
