Call Center Associate I- Customer Contact Center (Full-time) Job

Amarillo, Texas
15 Nov 2016
10 Dec 2016
Contract Type
Full Time
Location(s): TX - Amarillo
Do you want to start your career at a leading energy company with lots of room to grow? If you're ready to work hard in an environment where you'll be challenged, respected, and encouraged to develop your skills and talents, an entry-level job at Xcel Energy is your first step.
Xcel Energy's Amarillo, TX location is currently hiring Call Center Associates (Customer Contact Center) for the upcoming training class. These are entry-level, fully benefited positions.
The position starts at $11.50 per hour.
The class begins January 9, 2017. Training is 40 hours per week for 8 weeks. The training schedule is 10:30 AM - 7:00 PM Monday-Friday. Following the initial 8 week training, the work schedule will be 10:30 AM - 7:00 PM Monday-Friday, with one Saturday per month (hours may not match weekday shift).
This position includes:
  • Opportunity for pay increases and job advancement based on performance
  • Eligible to participate in Xcel Energy's full benefit package which includes tuition reimbursement.
  • Casual dress environment, employee discounts, and on-site fitness center.
Position Summary
The Customer Contact Associate I's primary responsibility is to provide accurate information to Xcel Energy customers in a respectful and efficient manner by anticipating the customer's needs, and satisfactorily resolving issues with one contact. Accountable for individual performance indicators of customer satisfaction and productivity to ensure that the overall business objectives are achieved. Regular, reliable attendance is an essential job function. Bilinguals are encouraged to apply.
Essential Responsibilities
  • Provide high quality customer interaction through multiple channels in a Contact Center environment. Typical contacts include, but are not limited to: establishing, transferring and/or disconnecting service; analyzing and explaining customers' bills; negotiating payment arrangements; consulting and offering services and options that customers want and value; and handling gas/electric calls, including emergencies. Participation in on-call rotation during escalated events required.
  • Performs other duties as assigned, including work on special projects.
  • Participate in on-call rotation
  • Some weekends, evenings, and overtime is required
Minimum Requirements
  • High School diploma or equivalent
  • 1.5 years of customer service experience, preference given to Xcel Energy call center experience.
  • Knowledge of computer based systems, Internet and Microsoft office applications (Outlook, Word, Excel) required.
  • Ability to work effectively with multiple computer environments while talking on the telephone. Must be customer focused and results oriented.
  • Applicants must successfully pass Pre-hire Assessment, classroom training and meet all performance expectations.
  • Additional education in business or related field
  • Bilingual (Spanish/English)
Steps in Xcel Energy's hiring process
  1. All qualified candidates will be sent an online assessment via e-mail. Applicants must successfully pass in order to be further considered.
  2. Candidates who successfully pass the assessment will be contacted to come in for an information session and interview.
  3. After attending our information session/interview, our Team Leaders will calibrate to decide which candidates are best qualified and offers will be made.
  4. Candidates who accept the employment offer will be required to pass Xcel Energy's background check and drug test. This process can take up to two weeks before clearance is issued.
  5. After successful passing of the background check and drug test, candidates are ready to start the training class.
As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.
Posting Notes:  TX - Amarillo || TX - Amarillo || United States (US) || Operations || 66960:Customer Contact Ctr Amarillo || Full-Time || Non-Bargaining ||
Requisition Number: 6178
Equal Opportunity Employer: Minority/Female/Disability/Veteran
Individuals with a disability who need an accommodation to apply please contact us at