Customer Care Agent III

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 represents over 27,000 megawatts of generation capacity. Through wholesale power operations and its retail businesses, Calpine serves customers in 22 states and Canada. 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

- Responsible for working cooperatively with Customer Care Team Leads to train, coach, and resolve issues for other agents as necessary.

- Participate in cooperation with Customer Care Team Leads to train and coach other agents.

- Work cooperatively with Customer Care Team Leads to perform quality assurance surveys on other agents.

- On certain scheduled shifts act as floor supervisor to advise agents on customer resolution and escalate customer issues to Team Lead or Manager as necessary.

- May be assigned to particular projects and work across brands.

- Answer incoming customer service calls, usually for commercial, GLO or other more complex accounts; provide the customer with full resolution to issues or concerns

- Train new agents on basic CCA responsibilities, answering calls, webchats, processes, and procedures

- Provide the customer with full resolution to issues or concerns

- Correspond and coordinate with other departments to achieve issue resolution for customer

- Follow up with the 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 the external call center where a resolution was not completed

- Enter adjustments to customer accounts based on business rules

- Learning a brand at a time.

- May have existing prior energy experience

- Journey-level knowledge of the job and company policies to complete routine and non-routine assignments.

- Proficient application of software, tools, and department processes.

- Frequently works independently with supervision as needed.

- Complex decisions with supervisor review ads needed.

- With occasional guidance, ensures the timely and accurate performance of responsibilities for a single trade, group of closely related tasks, or functional area.

- Work seldom reviewed by others; work reflects advanced skill

- Completes tasks that require an ability to recognize deviation from accepted practices for a single department or function.

- Works on semi-routine assignments.

- Able to provide creative solutions for unique customer service issues and provide ideas to others

- Works under general supervision.

- Normally follows established procedures for routine work, requires instructions only on new assignments.

Job Requirements

- HS degree or equivalent certification required.

- Requires a minimum of 5+ years’ experience in Retail Electricity, and/or in a customer service capacity.

- Fluency in Spanish preferred.

- Must be willing to work on a rotating schedule

- Must be open to work and travel during emergencies and natural disasters to keep customer service operations running smoothly

Additional Calpine Information

- Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.

- Calpine is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to hrrecruitment@calpine.com. Determination on requests for reasonable accommodation are made on case-by-case basis.

Please view Equal Employment Opportunity Posters provided by OFCCP here

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.