Job Details
** Customer Service Specialist - HomeSmart (Roseville, MN) Job**
Location(s): MN - Roseville
**Position Summary**
The HomeSmart Customer Service Representatives primary responsibility is to respond to all new and existing HomeSmart from Xcel Energy customers request for service, to answer all customer inquiries, and to help solve problems and offer solutions in a respectful and efficient manner satisfactorily resolving issues with one contact. Accountable for individual performance indicators of attendance, adherence to schedule, occupancy, and quality of calls to ensure that the overall business objectives of Service Level and Customer Satisfaction are achieved.
**Essential Responsibilities**
* Provide excellent customer service to potential and existing HomeSmart from Xcel Energy customers for appliance repair and HVAC sales. Assist customers in signing up for the plan, account inquiries, replacement inquiries, cancellations, reimbursements, service requests, HVAC sales appointments, and water heater sales. Analyze and resolve customer problems and complaints concerning HomeSmart from Xcel Energy service billings, payments, and service. Dispatch service requests to appropriate contractors. Process after hours service orders from HomeSmart from Xcel Energy answering service.
* Sell and promote HomeSmart product and services through various marketing strategies. Offers customers a variety of options to suit their home comfort needs. Including water heater sales and scheduling sales appointments.
* Perform other specialized tasks and projects as assigned by supervisor and manager. Participate in specialized projects such as serving on quality teams, committees, and process improvement teams.
* Administer correspondences to customers including confirmation letters, cancellation and renewal letters, and other correspondence as necessary for the efficient operation of HomeSmart.
* Assist in training new employees by demonstrating and explaining correct policies, procedures, and evaluating trainee performance.
* Establish and maintaining professional relationship with contractor personnel, other Xcel Energy business units and within the HomeSmart from Xcel Energy department.
**Minimum Requirements**
* High School Diploma or equivalent.
* 1+ year of customer service experience required, 18 months preferred.
* Experience promoting product and services preferred.
* Call Center experience preferred.
* Bilingual/Spanish experience is a plus.
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**COVID-19 Vaccine Requirement**
COVID-19 continues to significantly impact our employees, families and communities. With employee health and safety as our top priority, Xcel Energy requires all persons be fully vaccinated or receive a formal medical or religious accommodation prior to their start date, unless prohibited by state or local law.
As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related 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.
Posting Notes: MN - Roseville || MN - Roseville || United States (US) || Customer And Innovation || 21050:HomeSmart MN || Full-Time || Non-Bargaining ||
The anticipated starting base pay for this position is: $15.20 to $21.26 per hour
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Requisition Number: 41384
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 ...@xcelenergy.com
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**ACCESSIBILITY STATEMENT**
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