Credit Collections Representative

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of Do you want a workplace that will challenge you and offer you opportunities to learn and grow A position at Xcel Energy could be just what youre looking for.

Our training is onsite at our Skypark Call Center or Amarillo TX office location and we have classes that start in April or May 2025. After training you will be working onsite at this location for three 3 months and the possibility of becoming a hybrid or remote schedule after.

Position Summary

The Residential Credit and Collections Representative plays a pivotal role to ensure customer satisfaction and to solve a wide range of complex issues and inquiries. Representatives utilize strong negotiation skills to collect payments and arrange a schedule for past due utility debt repayment. Through the use of multiple technology channels Residential Credit and Collections Representatives analyze and address customers energy needs and concerns in a single interaction. Building trust with customers is essential in this role requiring the anticipation of their needs and the provision of precise information. The role involves educating customers on necessary actions and strategies for debt repayment and the promotion of a variety of company products and services to enhance their overall experience. This role supports customers by maintaining an understanding of complex electric and gas rate options across multiple service territories. In addition representatives will process critical orders in high pressure situations surrounding electric emergencies as well as oncall responsibilities during storm or other related emergency situations. Performance is measured against individual indicators of customer satisfaction quality and productivity to meet overarching business goals.

Essential Responsibilities

• Deliver exceptional customer service through multiple communication channels primarily phone calls.

• Anticipate customer needs and offer tailored solutions using advanced problemsolving skills.

• Utilize critical thinking to address and resolve complex customer inquiries.

• Provide specialized technical support to customers.

• Engage with past due customers to negotiate for payments and eligible arrangements on remaining balances.

• Follow and optimize collection protocol utilizing specialized tools.

• Expedite the resolution of customer disputes and queries.

• Handle customer phone calls professionally empathetically and knowledgeably following appropriate scripts when necessary.

• Participate in an oncall rotation.

• Perform additional duties as assigned including involvement in special projects.

Minimum Requirements

• At least 18 months of customer service experience or equivalent.

• High School Diploma or equivalent.

• Ability to confidently use multiple computer programs at once.

• The capability to proactively identify troubleshoot and resolve technologyrelated issues. This includes diagnosing hardware and software problems implementing effective solutions and ensuring minimal disruption to workflow.

Preferred Requirements

• Bilingual proficiency in Spanish is highly desirable with a compensation premium available after passing a Spanishlanguage proficiency test.

• Experience in collections.

As a leading combination electricity and natural gas energy company Xcel Energy offers a comprehensive portfolio of energyrelated 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 youre ready to be a part of something big we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at .

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