Location:
Houston, TX (Onsite)
Schedule:
Flexible 8-hour shift options between the hours of 7:00 AM - 6:00 PM. Based on business needs
Duration:
12-Month Contract (W2)
Pay:$17/hr
Position Summary
Our client is a leading energy provider serving multiple brands across the United States. This role provides exceptional customer service by handling incoming calls, resolving billing inquiries, and delivering solution-driven results. You'll work with multiple billing systems to ensure customer issues are resolved on the first contact, assist with online account management, and create positive customer experiences through active listening and empathy. The position requires completing a comprehensive 3-week mandatory training program before transitioning to regular shift work. This is an in-office role at the downtown Houston location.
Essential Functions and Responsibilities
- Handle incoming customer calls and provide real-time information to resolve inquiries on the first contact
- Assist customers with billing inquiries and educate them on energy consumption
- Research and problem-solve to determine suitable actions for delivering solution-driven results
- Record and process commitments on customer accounts as appropriate
- Assist customers with online account and mobile app requests
- Create emotional connections by listening to customer needs, applying active listening skills, and showing empathy
- Meet performance metrics and schedule adherence requirements daily
- Handle situations which may require adaptation of response using basic knowledge of corporate procedures and policies
- Work with 4 different billing systems and 100+ processes to support customer needs
- Assist with providing direction and guidance to less experienced team members
- Be proactive and follow up as needed to ensure one-contact resolution
- Support email communication with customers as needed
- Perform other job-related duties as assigned
Education and Experience
- High school diploma or GED (required)
- 1+ years of customer service experience (required)
Knowledge and Skills
- Self-driven with excellent communication skills (friendly, courteous, helpful)
- Strong problem-solving abilities to resolve customer issues effectively
- Reliable and dependable with high integrity and positive attitude
- Flexible and adaptable to changing business needs and schedules
- Active listening skills with ability to show empathy and create emotional connections
- Ability to embrace challenges and demonstrate capacity for growth
- Comfortable learning and working with multiple billing systems and complex processes
- Strong attention to detail and commitment to schedule adherence
- Ability to conduct customer service interactions in Spanish is a plus
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