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CenterPoint Energy Bilingual (English/Spanish) Associate Representative, Customer Service in Houston, Texas

Bilingual (English/Spanish) Associate Representative, Customer Service - CEH02896

CenterPoint Energy and its predecessor companies have been in business for more than 150 years. Our vision to lead the nation in delivering energy, service and value drives our strategy and performance. We have an unwavering commitment to safely and reliably deliver electricity and natural gas to millions of people.

Diversity 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.

Learn more in the “About Us” section of our careers web site.

As the Associate Representative, Customer Service , you will receive and respond to customer inquiries, complaints or sales/promotional opportunities for CenterPoint Energy gas and/ or electric customers in a fast paced, high call volume environment. Performs direct customer contact through various channels including phone, email and chat. Completes administrative functions and data entry.

Specifically, you’ll have the opportunity to:

  • Respond to all questions relating to all Company customer service inquiries via verbal and/or written communication with a focus on one call resolution.

  • Issue orders to establish or discontinue gas service or to establish Electric Service Identifier (ESID) number to create meter sets.

  • Resolve 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.

  • Solicit customer feedback on service provided and initiates action based on customer feedback. Receive and appropriately prioritizes trouble calls.

  • Interact with Competitive Retail providers (CRs) to discuss readings, billing dates, order receipts, etc.

  • Ensure proper electric and gas permitting is in place by interacting with internal permitting department or other entities as needed.

  • Consider 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.)

  • Interact 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.

Basic Qualifications:

  • Requires a high school diploma or GED

  • Requires a minimum of 1 year customer interaction experience, preferably one year in a high-volume call center environment, with a proven history of professionally and effectively resolving customer concerns.

Physical Requirements:

  • Able to sit for extended periods of time.

  • Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move objects.

  • Able to reach, grasp, and move items.

  • Able to view a personal computer monitor or laptop, for extended periods of time.

  • Able to operate computer, either desktop or laptop, and other office equipment, including multi-line telephone, fax machine, scanner and calculator.

Working Conditions:

  • Able to work in cubicle or team environment.

  • Able to work remotely not limited to working from home.

  • Able to work overtime (scheduled and/or unscheduled) occasionally, as needed or required.

  • Able to work rotating shifts to provide coverage twenty-four hours per day, seven days per week.

  • Able to work in a fast-paced environment with high daily pressure to meet performance goals.

  • May be required to remain in the service area during emergency events and assume responsibilities assigned by the company to aid in restoration efforts.

Job Location: Houston, TX

This contractor and subcontractor shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.

Job Customer Service

Primary Location US-TX-Houston-CenterPoint Energy Tower

Job Posting Oct 14, 2021

Posting End Date Dec 30, 2021

Req ID: CEH02896