Call Center - Customer Service Agent (Minneapolis, MN)

CenterPoint Energy - Minneapolis, MN (30+ days ago)4.0

Call Center - Customer Service Agent (Minneapolis, MN)-MNG01475

Local 12
Downtown Minneapolis (Nicollet/5th)
$20.60 per hour

Provides quality, prompt and accurate problem resolution and solutions to customers regarding billing, credit and other energy or product related inquiry. Responds to customers who are initiating or terminating gas service, processes billing changes and negotiates payment arrangements to meet the business and customer needs. Promotes and sells Home Service Plus (HSP) products and services, billing options and other utility services utilizing solution based customer service approach.

Essential Duties/Responsibilities:
Responds to all aspects of customer inquiries to resolve billing and account servicing issues in a responsive respectful manner. Provides superior customer service and value by providing customers with prompt 1-call solutions, effective communication, courtesy, caring and by meeting our commitments.
Negotiates and/or accepts payments and payment arrangements with delinquent customers that achieve mutually agreed upon terms and conditions. Determines appropriateness of service disconnection or reconnection with seriously delinquent accounts.
Exercises professional and ethical judgment in dealing with involved, complex or difficult customer situations during telephone transactions. Manages customer complaints within guidelines of company policy to ensure consistency and the highest quality of customer service. Provides follow-up by completing appropriate records and documentation.
Maintains current knowledge of Company systems, policies, procedures, reporting and other information to profile customer needs and ensure customer satisfaction. Reviews various error conditions and completes prompt corrective actions to ensure that data base information is current and meets business and customer need.
Promotes, informs and sells customers utility and HSP products and services offered through various marketing programs and initiatives. Focuses on achieving monthly individual and team sales and unit goals. Keeps current on company information regarding HSP product pricing, rates, tariffs and other general knowledge regarding energy and utility products.


Requires a high school education or the equivalent knowledge of English, basic mathematics (add, subtract, multiply, divide and calculate fractions and/or percentages) grammar and punctuation.

Requires one (1) year of customer contact experience.

Additional Knowledge, Skills, Licenses/Certifications, Abilities & Personal Characteristics (KSLAPs):

Possess working knowledge of a PC, mainframe computer systems, data entry proficiency, strong time-management and organizational follow-up skills.
Exhibits desirable and appropriate professional behavior including integrity and the ability to get along with others.
Able to establish and build customer loyalty by expressing empathy toward customers and providing solutions to meet our customer needs.
Able to work well in a team based environment to accomplish assignments and achieve objectives.
Able to communicate effectively with employees, management and others, both orally and in writing.
Able to meet all competency-based assessments and other selection criteria as determined by the Human Resources Department for this position. Present performance level, relevant past experience, structured interview and demonstrated skills will also be considered in determining qualifications.
Must not be on any steps regarding the disciplinary process.

Physical Requirements:
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 demonstrate and apply the manual dexterity to operate a personal computer and other office machines such as telephone, photocopier, fax machine, calculator, scanner, etc.
Able to hear oral communication either in person or on equipment such as a telephone.
Able to sit and view personal computer for long periods of time.

Working Conditions:
Able to work overtime (scheduled and/or unscheduled), occasionally, if required.
Able to work indoors, in an office environment, regardless of whether cubicle, open office or private office.
Able to be included in a random drug screen pool required for DOT safety-sensitive positions.

This job description reflects an assignment of essential functions; it does not prescribe or restrict the tasks for this position. Other duties and tasks may be assigned to this position at the Company’s discretion.

Must demonstrate respect for all individuals and adhere to the Company's values and business practices.

CenterPoint Energy provides an essential public service which vitally affects the health, safety, comfort and general well-being of the people living in the area served by the Company. If any business unit activates an emergency operation plan, because of a threat to the continuation of service to our customers, employees may be called to fulfill an assignment. All employees, whether in their normal job or an emergency operation plan assignment, are essential to successful service restoration. CenterPoint Energy values the role each employee plays in serving the needs of our community.

All applicants must take a pre-employment drug test and obtain a negative result as a condition of employment. In addition to a pre-employment test, employees performing job functions regulated by the Department of Transportation (i.e. safety-sensitive functions) are subject to random drug and/or alcohol testing. Other testing (post-accident, reasonable cause, return-to-duty, follow-up, or return-to-work) may be required in accordance with work-related conditions.



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 Support
Primary LocationUS-MN-Minneapolis-505 Nicollet
Organization MNG RSV Cust Svcs Mgmt (10406044)
Schedule Full-time
Job Posting May 17, 2018
Posting End Date May 27, 2018
Work Schedule Various Shifts