Customer Care Agent I

Calpine Corporation is America's largest generator of electricity from natural gas and geothermal resources with operations in competitive power markets. Its fleet of 77 power plants in operation and one under construction represents nearly 27,000 megawatts of generation capacity. Through wholesale power operations and its retail businesses, Calpine serves customers in 22 states, Canada and Mexico. Its clean, efficient, modern and flexible fleet uses advanced technologies to generate power in a low-carbon and environmentally responsible manner.

The company was established on the premise that a strong commitment to the environment is inextricably linked to excellence in power generation and corporate responsibility. Since its founding in 1984, Calpine has led the power industry in its unwavering commitment to environmental stewardship. In addition, its renewable geothermal plants use steam generated deep below the earth's surface to produce clean, renewable electricity.

Job Summary (includes but is not limited to the following, other duties may be assigned)

Responsible for the accurate and efficient resolutions of customer service issues.

Job Responsibilities

• Answer incoming customer service calls.
• Provide customer with full resolution to issues or concerns.
• Correspond and coordinate with other departments to achieve issue resolution for customer.
• Follow up with customer in writing when necessary.
• Notate customer accounts with regards to all resolutions, pending status and updates.
• Flag accounts appropriately to avoid collections and interruptions of service based on resolution.
• Accept payments over the phone and issue reconnect orders when necessary.
• Answer emails from customers in company boxes for support, information and access.
• Return all messages from external call center where resolution was not completed.
• Enter adjustments to customer accounts based on business rules.
• Entry-level; practical operating knowledge to perform job.
• Learning applications and overall end-to-end processes.
• Performs standardized, ongoing duties and tasks under day-to-day supervision.
• Routine decisions with supervisor approval.
• With ongoing guidance, ensures timely and accurate performance of responsibilities for a single trade, group of closely related tasks or functional area.
• Work typically reviewed by others; work reflects developing competency and basic skills.
• Errors may cause simple rework or correction to single task. Work Complexity & Independent Judgement.
• Duties and tasks are standardized.
• Resolves routine questions and problems, and refers more complex issues to higher levels.
• Self Management & Leadership.
• Works under direct supervision and/or defined parameters.
• Prioritizes basic tasks; priorities typically guided by standard practices or by others.

Job Requirements

• HS degree or equivalent certification is required.
• Entry level/apprentice; requires 0-2 year's directly related experience.
• Customer service experience and/or training preferred.
• Energy industry specific experience helpful.
• Fluency in Spanish helpful.
• Must be willing to work on a rotating schedule.
• Must be open to work and travel during emergencies and natural disasters in order to keep customer service operations running smoothly.