Customer Service Representatives (All Levels)

StarTex Power is searching for all levels (level 1, 2 & 3) Customer Service Representatives

BASIC PURPOSE:

Positions in this job family are responsible for establishing contact with both internal and external customers.  They provide the customer with the requested information or assistance concerning the services provided by StarTex Power and market participants or directs appropriate request to those who can provide the service.  Responsibilities may include operating various types of telephone or communications equipment, including switchboards, telefax machines, and computers; issuing, supplies, or other materials; processing new customer applications/enrollments. 

LEVEL DESCRIPTORS: 

The StarTex Customer Service Team consists of three levels of work which are distinguished by the complexity of the job assignments, the extent of the responsibility and duties assigned, the level of expertise required for the completion of assigned tasks, and the responsibility for the supervision of others.

LEVEL I: 

This is an entry level position in this job family where employees perform only the most routine tasks, and will be expected to gain in-depth knowledge of StarTex Power and the program and services offered. 

Duties Include: Residential Enrollments/Application processing for new customers, answer incoming calls regarding general billing questions, processing payments, and the processing of service orders as they relate to the deregulated retail energy market, process returned mail.

Knowledge, Skills, and Abilities required at this level include knowledge of methods and procedures concerning public contact; of telephone procedures; and of spelling punctuation, grammar, and arithmetic. Skill is required to operate various office equipment including computers.  The ability to work with customers is required; to gather data and facts; to keep records; and to communicate effectively, both orally and in writing.  Position requires the ability to touch type.

Education and Experience requirements at this level consist of one year of experience in sales or public contact work; or an equivalent combination of education and experience. 

LEVEL II: 

This is the career level of this job family where employees will be expected to perform duties at all levels of complexity.  Responsibility may also be assigned for training lower-level staff or serving as a project or team leader. 

Duties Include:  In addition to all duties as described in Level I, a Level II representative is expected to understand and explain all facets of TDSP charges, meter read estimates, back billing and true up billing incidents, handle incoming disconnect for non-payment calls, identify and action on the need to turn an incoming call into a soft collection call,  understand/explain the process of electric service disconnect and reconnect orders, working knowledge of TDSP and ERCOT portals, working/processing knowledge of rejected market transactions (building permits, maintenance/service transactions), understand/explain the customer meter denial of access process and related protocols & penalties, process customer tax exemption requests, customer payment issue research & resolution.

Knowledge, Skills, and Abilities required at this level include those identified in Level I plus knowledge of STP programs and services being provided; of laws and rules concerning the electric market (ERCOT, TDSP, PUCT); and techniques of training, and skill in providing leadership on assigned projects or teams. Position requires the ability to touch type. 

Education and Experience requirements at this level consist of those identified in Level I plus one additional year of experience in customer service; or an equivalent combination of education and experience.

LEVEL III:

This is the leadership level where employees will perform duties at all levels of complexity and they will also serve as a first-level supervisor with responsibility for planning day-to-day operations of assigned staff.  They will develop or assist in developing operations, policies, and procedures.

Duties Include: In addition to all duties as described in Level 1 & II, a Level III representative is expected to handle customer service related e-mails and call backs, monitoring of agents to ensure service quality, assist in the scheduling of all shifts based on call volumes and headcount,  handle escalated supervisor calls,  identify and assist in the training and developmental needs of staff, produce/assist with departmental statistical reporting, set the standard and example of professionalism for others to follow.

Knowledge, Skills, and Abilities required at this level include those identified at Level II plus knowledge of supervisory principles and practices, and the ability to review the work of others.

Education and Experience requirements at this level consists of those identified at Level II plus three years of experience in customer service; or an equivalent combination of education and experience.