Customer Service Representative II

RESPONSIBILITIES:
Kforce has a client seeking a Customer Service Representative II in Houston, TX. This role is responsible for assisting customers with billing inquiries, account management, energy consumption education, and online account support. The ideal candidate will possess strong communication skills, a customer-focused mindset, and the ability to resolve non-routine customer concerns while maintaining service excellence and performance standards.

Responsibilities:
* Respond to customer inquiries regarding billing, policies, accounts, and related services
* Assist customers with understanding energy consumption and available account resources
* Handle non-routine customer requests, complaints, and service-related issues by applying established procedures and guidelines
* Process and document customer commitments and account updates accurately
* Support customers with online account access and mobile application functionality
* Meet established performance metrics, quality standards, and schedule adherence requirements
* Provide guidance and support to less experienced team members as needed
* Maintain accurate records of customer interactions and account activity
* Promote positive customer relationships while supporting revenue protection and risk management objectives
* Perform additional duties and responsibilities as assigned

REQUIREMENTS:
* High School diploma or GED required
* 1+ years of customer service, call center, account support, or related experience
* Strong verbal and written communication skills
* Ability to handle customer concerns professionally and effectively
* Proficiency with computer applications and customer management systems
* Strong organizational skills with attention to detail
* Ability to work in a fast-paced, metrics-driven environment

Preferred Qualifications:
* Experience handling billing-related inquiries
* Experience supporting customers through online account platforms or mobile applications
* Previous call center or utility industry experience

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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