About Us:
CPS Energy is the largest municipally owned energy company in the nation providing both gas and electricity to San Antonio and surrounding communities. For over 80 years CPS Energy employees have provided for the energy needs of over 740,000 industrial, commercial and residential electrical customers and more than 330,000 natural gas customers in the greater San Antonio, Texas, area. We have a strong history of industry leading financial performance, customer satisfaction, participation in economic development, and community involvement.Thanks to our status as a community-owned, not-for-profit energy utility and our diversified mix of fuels, we are able to provide our customers with reliable and more affordable energy services than many other companies. We also offer a competitive compensation and benefits package with excellent career opportunities for both professional and personal growth.
Presently, CPS Energy is hiring for Customer Service Representatives. See how CPS Energy can ~ work for you!
Position Description:
Provides assistance to CPS Energy customers with information regarding customer accounts, products and services. Processes orders to satisfy customer requests, researches billing related issues, assesses charges for service connections and works emergency Call Duty. Serves as a resource in the investigation and resolution of issues related to customer billing and collection of accounts receivable, including research and analysis of gas, electric and non-commodity accounts, products, services and collection activities.
24/7 Call Center. Various shifts between the hours of Monday – Friday (8AM to 8PM) and Saturday (8AM – 5PM) Working Environment: I
ndoor work, operating computer, manual dexterity, talking, hearing, repetitive motion. Use of personal computing equipment, telephone, multi-functioning printer and calculator. Ability to travel to and from meetings, training sessions or other business related events. After hours work including weekends may be required within our 24×7 call center environment based on business needs or call duty requirements.
Job Function:
- Assists customers with information regarding CPS Energy services and customer accounts utilizing SAP software.
- Processes orders to satisfy customer requests on billing, electric and gas emergency calls, move-ins, move-outs, high bills, energy management, and related customer information inquiries * Researches billing disputes, deposits, final bill and bad debt accounts to resolve customer issues.
- Researches and collects outstanding debt in a professional manner.
- Processes and documents incoming faxes, e-mails and internet requests from customers and apartment managers on move-ins, move-outs, billing inquiries, rebates, mailing address changes, itemizations and residential gas and electric installations.
- Educates customers regarding products and services, and third party assistance programs * Handles customer requests from third-party agencies.
- Maintains a customer satisfaction focus
- Performs other duties as assigned.
The following qualifications are required for the position:
- High school diploma or GED
- 1 year experience in call center environment preferably in the public sector or utility industry or 30 hours of college with 1 year of customer service.
- Possess effective communication skills (e.g., clear voice qualities, display professional disposition)
- Strong oral and written communication skills
- Display a positive attitude
- Possess typing skills with a minimum of 25 wpm, corrected, with fewer than 5 errors
- Ability and willingness to work varied/fluctuating schedules (e.g., shift work, call duty, extended hours, and weekends/holidays)
- Proficient in Microsoft Word, Excel, Power Point, and Outlook
- Must be reliable and maintain positive attendance performance
The following qualifications are preferred, but not required, for the position:
- 2+ years of continuous experience in customer service within a call center * Work experience within a public sector or utility
- SAP experience
- Bilingual (Spanish/English)
Attributes:
1. Critical to this position are service orientation, effective written and oral communication, attendance reliability, flexibility, professionalism
2. Very important to this position are active listening, persuasion, reading comprehension, critical thinking, social perceptiveness, flexibility, organization, confidentiality
3. Important to this position are coordination, negotiation and customer focused mindset.
Employees must exhibit and adhere to all of our CPS Energy Core Behavioral Principles. The CPS Energy Behavioral Principles in line with this role are:
- One Company Mindset Focuses on our whole business, putting CPS Energy first, and looking beyond the interests of department, location, or individual Reaches across organizational boundaries to share resources, form high performance teams, and produce results for CPS Energy Standardizes on process, procedures and best practices Flexibility, Adaptability and Dealing with Ambiguity Adjusts or changes approach, style, course of action, priorities, etc. when circumstances require Works independently and proactively to move forward without having all the desirable information, direction, or instructions Stays the course to achieve agreed upon objectives, even in ambiguous and complex situations.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
» Apply Now
Please review all application instructions before applying to CPS Energy.
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» Apply Now
Please review all application instructions before applying to CPS Energy.
CPS Energy [CPS] is the largest combined electric and gas municipal utility in the United States. It is wholly-owned and regulated by the…
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