Credit and Collect Representative

Xcel Energy(NASDAQ:XEL) is a leading energy providerand Fortune 500company,dedicated toserving millionsofelectricity andnaturalgascustomersacross eight states:

Minnesota, Colorado, Wisconsin, Michigan, North Dakota, South Dakota,New Mexicoand Texas.

We make energy work better forourcustomers, helping them thrive every day. That means always raising the bar-delivering better service and providing more reliable, resilient,and sustainable energy. Xcel Energy is a place where you’ll have opportunities to grow, expand your skills, and help lead the clean energy transition. We offer meaningful rewards, recognition, and support to help you build your career and make an impact - both on the job and beyond.

Most importantly, it means you’ll be joining a company that knows employees are the driving force behind its success and is committed to helping you be your best.

Xcel Energy supports a hybrid work model to enable collaboration and flexibility. Many roles are expected to work onsite three days per week (Tuesday–Thursday); however, work location expectations vary based on role, team, and business needs.

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 on-call 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.

• This position requires seven weeks of in-person training and three months of in-office work, with the opportunity to transition to working from home based on performance.
• Training is Monday-Friday, 10 AM - 6:30 PM.
• Training is in person in Eau Claire, WI, and employees will work on-site for three months following training.
• Must live within a one-hour commute of 1414 W Hamilton Ave, Eau Claire, WI.
• Schedule after training: may include evenings and weekends, with many shifts extending beyond 6:30 PM.
• Computer & Technology
  
  Skills:
  
  The right candidate should already have strong computer skills and the ability to navigate multiple systems and applications at the same time. Candidates should also be comfortable with change, learning new technology, switching between programs, typing and entering information accurately, and troubleshooting technology issues.

• Deliver exceptional customer service through multiple communication channels, primarily phone calls.
• Anticipate customer needs and offer tailored solutions using advanced problem-solving 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…