En Español (866) 963-9353
PO Box 975428
Dallas, TX 75397-5428

Pod Leader in Customer Care

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Simply Click "APPLY NOW" to take a quick 2-question survey, and remember to attach your resume after completing it. Your information is kept confidential; we don't sell or share it with others.

Job Description

This position is primarily responsible for providing customer service support to the Company’s customers through inbound telephone and email contact. This position is also responsible for ensuring that an excellent standard of service and a high level of customer satisfaction are maintained by performing to set expectations and metrics in an ongoing consistent manner.

Essential Duties & Responsibilities

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

  • Serves as customer point of contact via telephone, e-chat, email or other communication method.
  • Handle customer requests for service and payments.
  • Using good judgement to apply set policies and procedures to customer interactions
  • Follow up and follow through on customer requests in a timely and appropriate manner
  • Document via the computer customer interaction and outcomes as set in applicable procedures
  • Communicate effectively and timely with management team to resolve concerns or questions
  • Handle Level 2 customer escalations using LEAP method and other recognized escalation measures
  • Acts as a subject matter expert for Customer Care Associates
  • Makes appropriate decisions on account protections, reconnections without sufficient payment and “promise to pay” requests using precedent, company policy and customer account history as guidelines involving customer requests not covered under normal policy parameters
  • Assists Team Lead by fairly distributing special projects and various off the phone activities
  • Answers customer emails
  • Works the Sales Force case queue
  • Establish and maintain a professional presence at all times
  • Keep current on all policies, procedures and information pertaining to the Customer Care area.
  • Maintains tracker reports as assigned.

Other Duties

As assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Six months employment within Payless Power Customer Care Department
  • Previous inbound and outbound call center or related customer service experience
  • Computer Proficiency; ability to easily toggle between systems, navigate through the Internet and have an understanding Microsoft Office Programs, including Word and Excel, intermediate knowledge level of Salesforce and Smartgrid
  • Fluent in English, both verbally and in writing
  • No disciplinary actions taken within the last 30 days

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills – Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds professionally to questions.
  • Written Communication – Writes clearly and informatively; Able to read and interpret written information.
  • Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
  • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
  • Judgment – Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position;
  • Accepts responsibility for own actions; Follows through on commitments.
  • Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
  • Quantity – Completes work in timely manner.
  • Attendance/Punctuality – Is consistently at work and on time.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk or hear. The employee is required to have close visual acuity for viewing and operating a computer. This is largely a sedentary role; however, the employee is frequently required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. The employee may be on the telephone with customers for several hours without a break. Handling a large volume of calls in a timely manner is essential to the position.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Join Our Team

Simply Click "APPLY NOW" to take a quick 2-question survey, and remember to attach your resume after completing it. Your information is kept confidential; we don't sell or share it with others.

Benefits & Perks for Full Time Employees

Medical, Dental, Vision, & Life Insurance

401(k) with Employer Matching

Profit Sharing & Bonus Potential

Employer Contribution to HSA Account

Paid Time Off

Short-term & 
Long-term disability

... and more!

Join Our Team

Simply Click "APPLY NOW" to take a quick 2-question survey, and remember to attach your resume after completing it. Your information is kept confidential; we don't sell or share it with others.

Payless Power Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, recall, transfer, leaves of absence, compensation, and training.

About Payless Power

Payless Power wants to be your Texas electric company.

Whether you live in a large city or small town, we can save you money with pay-as-you-go electricity! Where do we provide Texas electricity? We service customers with no-deposit electricity in more than 400 deregulated communities in Texas.

We work with principal utilities throughout the state of Texas to provide prepaid electricity. The utilities are: Oncor in the Dallas/Fort Worth Metroplex and various parts of West Texas; CenterPoint Energy in Houston and the surrounding areas; AEP Central in Corpus Christi and surrounding areas; and AEP North in Abilene and other North Texas communities.

Our Awards

What our customers are saying

See why our power customers say we're the best electricity provider in Texas!

Affordable and easy to make payments

I was worried about getting electricity for my home through a prepaid company. I was calling around to see different rates then going through all the hassle of credit checks while dropping points each…

Christine M. in Killeen

Happy Customer

I have been with this company for several years and have been very happy since. Even when I moved, they made my usually stressful situation very easy and carefree. I recommend them to everyone that I…

Julia L. in Webster

Long term customer

I have enjoyed the service for 2 years now. In the beginning this service was planned to be temporary but with the service being so effective for me i decided to keep it for the long haul. I’m a happy customer.

Kalandra H. in McKinney