CoServ is an Electric Cooperative and Gas Distribution company serving eight counties in North Texas with over 470,000 combined electric and gas meters. Over the past 87 years, CoServ has transformed into one of the fastest-growing co-ops in the country.
Despite this record growth, CoServ maintains its dedication to bringing our Members and Customers safe and reliable energy. In 2023, CoServ Members experienced uninterrupted service 99.99 percent of the time!
Whether it’s electrifying a farm for the first time or installing the latest smart technology on the grid, the goal has always been the same: to provide safe and reliable service to our Members and Customers by investing in tomorrow through our Employees, Members and Customers, Community, technology, service and growth.
Position Summary
The Customer Care Specialist 1 provides excellent service to our Members and Customers via phone and in person. They engage in a friendly and professional manner while actively listening to concerns. They answer questions, resolve problems, and provide trouble-shooting assistance. They communicate in an energetic fashion that is empathetic, courteous, and professional. The Customer Care Specialist 1 is an advocate for Members and Customers and seeks to resolve concerns on the first call or visit.
Primary Position Responsibilities

• Responsible for taking the initiative to gain knowledge and experience by utilizing internal resources (i.e., knowledge capture, training materials, Teams posts).
• Directs Members / Customers, general public and others to proper person or department according to their needs.
• Advises CoServ Members / Customers of energy conservation measures, billing rates, and CoServ payment options.
• Assists Members / Customers with all related questions concerning electric and gas bills.
• Updates account information as needed.
• Handles difficult calls while maintaining poise, courtesy, and professionalism.
• Consistently meets department standards.
• Researches misapplied payments and make necessary adjustments.
• Possesses a working knowledge of the disconnect policy for both gas and electric accounts.
• Creates service orders for Assets Protection to process damage claims.
• Initiates payment arrangements.
• Takes service orders for connects and disconnects.
• Initiates check requisitions.
• Monitors and follows up on special circumstances with Members / Customers when applicable.
• Understands the service order process and correctly initiates the service order type to the appropriate department.
• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.

• Performs other duties and activities as directed.

• None

• High School Diploma or G.E.D equivalency.

• Associates degree or two years post-secondary education in business or communications.

• One year of customer service experience in a contact center or retail environment.

• Two years of experience in a contact center environment.

• Basic typing and 10-key skills
• Knowledge of basic mathematics (addition, subtraction, percentages)
• Effective oral and written communication
• Ability to work in a team environment
• Good judgement and problem-solving skills
• Must be dependable, reliable, and punctual.
• Ability to use standard office / business equipment
• Ability to observe all safety rules and regulations

• Knowledge of Microsoft Office Suite (Excel, Word, Outlook, etc.)
• Bilingual in Spanish

• Ability to work extended and flexible hours as needed and directed.

• Medical Plan (coverage effective on 60th day of employment)
• Dental (available day one)
• Vision (available day one) ²
• Health Care Account ¹
• Telemedicine ($0 copay)
• Health Care Flexible Spending Account
• Dependent Care Flexible Spending Account

• Life Insurance/AD &D (4x base annual earnings) ¹
• Business Travel Accident ¹
• Long-Term Disability ¹
• Voluntary Dependent Life
• Workers Compensation Insurance ^{1, 2}

• Wellness Program ²
• Onsite Fitness Facilities (workout equipment, sports courts,
  ping pong tables, cornhole boards) ^{1, 2}

• Pension Plan ^{1, 2}
• 401K With Employer Match ²

• PTO and Catastrophic Leave ¹
• 10 Paid Holidays ¹

• Allowance for CoServ Branded Clothing ¹
• Employee Rewards and Recognition Program ^{1, 2}
• Employee Assistance Program ^{1, 2}

• Tuition Reimbursement
• Professional Certification Reimbursement
• CoServ University (professional and personal development training opportunities)

¹ This plan is 100% paid by CoServ. ² Also available for part-time employees.