What are the responsibilities and job description for the Call Center Representative position at Cleco?
At Cleco, we're not just powering lives—we're powering a cleaner, smarter future for Louisiana. With bold investments in innovative energy solutions, we’re transforming how we power our communities: smarter, cleaner, and more sustainable. This is a long-term commitment to our people and our communities because our future—and the future of generations to come—depends on it. If you're ready to make an impact where it matters most, join us at Cleco—where we're Energizing Your Tomorrow.
The Call Center Representative is an entry level professional with knowledge of Customer Service (Call Center) principles, practices, concepts, and theories. Provides answers to customer inquiries, resolves problems, promotes and sells company products/services, statewide in a 24/7 environment. May respond to customer inquiries by referring them to public materials, secondary sources or senior staff. Responsible for the completion and identifying improvements of assigned processes or activities.
This position will be assigned to the Overnight 12 hr. shift (7:00 PM to 7:00 AM).
Key Responsibilities
Required Education, Skills & Experience
BEHAVIORAL
The Call Center Representative is an entry level professional with knowledge of Customer Service (Call Center) principles, practices, concepts, and theories. Provides answers to customer inquiries, resolves problems, promotes and sells company products/services, statewide in a 24/7 environment. May respond to customer inquiries by referring them to public materials, secondary sources or senior staff. Responsible for the completion and identifying improvements of assigned processes or activities.
This position will be assigned to the Overnight 12 hr. shift (7:00 PM to 7:00 AM).
Key Responsibilities
- Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, sense of belonging , customer service, and operational excellence
- Utilizes all available technology to handle a high volume of customer service requests in a courteous, efficient and professional manner.
- Achieves results by resolving problems with customer bills and posting of payments by analyzing accounts, executing tasks in accordance with agreed-upon plan from manager, with support from senior staff.
- Understands Company and Call Center procedures, policies and customer service/marketing programs.
- De-escalates situations involving dissatisfied customers; providing quality customer service.
- Maintains personal/team qualitative and quantitative targets
- Displays adaptability and flexibility to change in direction
- Collaborates with senior staff to complete project tasks, reaching out for technical assistance when needed to meet project milestones.
- Provides communication and regular updates as requested by their manager and senior staff to provide status updates on assigned tasks, identifies risks in delivery and actively support business development objectives.
- Receives a moderate level of guidance and direction, works under general supervision.
Required Education, Skills & Experience
- Secondary/High School Diploma
- 2 years of customer/call center related experience
- Ability to work Overnight 12 hr. shift (7:00 PM to 7:00 AM)
- Working knowledge of CRM system preferred
- Experience with CRM systems preferred.
- Willingness and ability to learn new technologies on the job
- Proficient at functioning effectively within a team environment, present ideas and opinions in a respective and collegial manner
- Not Required
BEHAVIORAL
- Building Organizational Talent*
- Building Partnerships
- Leading Teams
- Business Acumen
- Communication
- Courage
- Building Self-Insight
- Building Talent*
- Driving for Results
- Energizing the Organization
- Driving Execution
- Building Trusting Relationships
- Driving Innovation
- Planning and Organizing
- Safety
- Establishing Strategic Direction
- Analytical skills
- Compliance