What are the responsibilities and job description for the Lead Customer Service Representative position at CenterPoint Energy?
CenterPoint Energy and its predecessor companies have been in business for more than 150 years.
Our Vision : 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.
Our Commitment : 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.
Job Summary
Responsible for all aspects of telephone customer service. Serve as a coach and mentor while monitoring for a Customer Service Representative (CSR) team to report directly to a call center Supervisor. Perform all work at an advanced level demonstrating an expert understanding of the CSR job role and responsibilities. Interact with customers and CSR team; respond to all questions relating to all Company customer service programs.
Essential Functions
- Answer incoming telephone calls; assist CSR team with questions and escalated issues.
- Handle and explain billing deposists and adjustments, payment arrangements, and follow up on calls.
- Monitor team work performance and assist with real time corrections as needed.
- Provide quality review and coach CSR's on opportunities identified.
- Assist CSR's with order entry errors and provide proper training / insight to avoid a duplication of errors.
- Track and record CSR team activity and present aggregated data to Team Supervisor.
- Produce ad-hoc reports as required by Team Supervisor.
- Handle emergency and escalated CSR calls.
- Provide and ensure extensive customer satisfaction and apply proper telephone etiquette.
Education Description
Experience
Requires a minimum of (3) years customer service experience, of which at least 2 years must be in a call center.
We want you to know
Being a part of the CenterPoint Energy team is more than a career alone. It's an opportunity to make a positive impact. You will be an integral part of enabling everyday life and the pursuit of possibilities for the customers we serve and the communities we share. The vital services we provide are at the core of making our world work, and by sharing your energy with us, we'll create a better tomorrow together.
Diversity, Equity and Inclusion
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.
What we bring to you
Job Type : Full Time
Posting Start Date : 01 / 02 / 2025
Posting End Date : 01 / 10 / 2025
This contractor and subcontractor shall abide by the requirements of 41 CFR
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