Customer Service Representative

Job Title: Customer Care RepresentativeJob Type: Full-Time

Location: Southwest Houston Travel Required: NoHourly Rate: $18 non-bilingual, $19 bilingual.Position Summary: The Customer Care Representative is the first point of contact for customers calling the APG&E call center.

This role focuses on providing clear, accurate, and friendly assistance with account questions, billing concerns, service inquiries, and general customer needs. As a Customer Care Representative, you will serve as a key point of contact for customers, supporting both inbound and outbound interactions while partnering with internal teams to resolve issues efficiently.

Key Responsibilities

Help customers understand payment options, payment plans, and navigate billing timelines.Answer inbound customer calls related to billing, account updates, and online portal access.Make outbound calls to follow up on customer requests and assist with issue resolution.Accurately document all customer interactions, updates, and actions taken within the system.Respond to basic email inquiries or support tickets, ensuring timely and accurate communication.Follow company guidelines, scripts, and procedures for compliance, accuracy, and customer satisfaction.Identify when an issue requires Tier 2 or supervisor to review and escalate appropriately.Meet performance metrics, including quality assurance standards, average handle time (AHT), and SLA’s.Provide feedback and insights to inform process improvements and retention programs, while actively supporting strategies to boost positive online reviews.Maintain a professional, empathetic, and solution-oriented tone throughout every customer interaction.Provide customer support via email, text, chat, and phone to resolve inquiries and enhance customer experience.Support operational needs as required, including system tasks, training participation, or special assignments.Deliver exceptional customer service by guiding callers through enrollment and renewal of rate plans.Skills & Qualifications:English/Spanish proficient (bilingual preferred).Strong problem-solving skills and attention to detail.Experience within the retail energy industry or regulated utility markets preferred.Clear, friendly, professional, written, and verbal communication skills.Ability to stay calm and professional when assisting upset or distressed customers.Ability to work in a fast-paced environment and quickly adapt to new processes or system updates.Strong understanding (or ability to learn) company policies, procedures, and billing processes.Ability to multitask while maintaining accuracy and service quality.