Customer Service Rep-Level 2
Customer Service Representative – Houston, TX (12-Month Contract)
About the Role
Our client is seeking an experienced Customer Service Representative to join their Customer Care team in Houston, TX. This is a 12-month contract role ideal for a professional with 6–10 years of customer service experience who excels at handling complex interactions with professionalism, efficiency, and empathy. You will play a key part in delivering exceptional service while managing billing inquiries, account maintenance, and escalations across multiple channels.
This onsite position offers a structured schedule with a standard practice of work-from-home on Fridays, subject to change. Comprehensive paid training is provided over three weeks to set you up for success.
Key Responsibilities
- Manage inbound and outbound customer contacts across phone, email, and chat channels with a solutions-oriented approach.
- Resolve billing inquiries, process account maintenance requests, and educate customers on energy consumption and online tools.
- Handle escalated situations requiring adaptation of response, de-escalating difficult interactions while maintaining professionalism.
- Accurately document all customer interactions and commitments in relevant systems, ensuring compliance with call standards, scripting, and regulatory guidelines.
- Consistently meet or exceed performance metrics and daily schedule adherence requirements.
- Provide direction and informal guidance to less experienced team members, contributing to a collaborative team environment.
- Navigate multiple systems simultaneously to deliver accurate and timely resolutions.
Required Qualifications
- High school diploma or GED.
- 6–10 years of customer service experience in a fast-paced environment.
- Strong verbal and written communication skills with a customer-focused mindset.
- Proven ability to de-escalate challenging customer situations and adapt responses as needed.
- High attention to detail and accuracy in documentation.
- Ability to work independently while effectively managing multiple systems and priorities.
Preferred Skills
- Experience within the energy or utilities industry.
- Familiarity with CRM platforms and ticketing systems.
Why Join Us
This role offers a competitive pay rate and the stability of a 12-month contract with a leading organization. You will receive three weeks of comprehensive paid training and work a consistent 40-hour schedule, Monday through Friday, with 8-hour shifts between 7 a.m. and 6 p.m. Our client values work-life balance and currently supports a hybrid rhythm with work-from-home on Fridays. Join a team that emphasizes public relations, effective revenue risk management, and professional growth.
Apply Today
If you are a seasoned customer service professional ready to make an impact in a dynamic environment, we encourage you to apply. Take the next step in your career and join a team dedicated to excellence.