Description: Handles customer inquiries, billing issues, complaints, and account-related requests. Provides information on company policies, assists with problem resolution, and ensures customer satisfaction. Emphasizes public relations, revenue risk management, and adherence to corporate policies. May assist in fraud detection, claims investigations, and coaching less experienced team members.
Education: High School Diploma or GED required; Associatea s or Bachelor's degree preferred.
Other: Bilingual (English & Spanish) is a plus for customer-facing roles. Proven experience as a telemarketer (HVAC industry knowledge) or in a similar sales/customer service role; A track record of successfully meeting sales quotas, over the phone. Working knowledge of relevant computer programs (e.g., CRM software) and telephone systems
Key Responsibilities: - Handle non-routine customer issues requiring adaptation and research. - Provide guidance to junior team members and assist with training. - Support fraud investigations and revenue risk management. - Assist in agency inquiries and coordination with Area Coordinators. - Conduct customer outreach for issue resolution and account updates.
| Enable Skills-Based Hiring | No |
| All NextEra Energy Contingent Workforce Program (CWP) assignments are eligible for worker furlough. Typical furlough schedules coincide with select national holidays, but may be subject to change. Suppliers will be notified by the CWP of those workers impacted and the applicable furlough dates prior to each furlough period. |
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| GXA - GEXA Energy LP Houston TX - 0000152965 |
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| Will driving be required as part of position duties/work? |
| No |
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| Driving Record Validation |
| For all positions indicating driving requirements, supplier must hold validation of non-restricted current driver''s license and demonstrate the following: no alcohol/drug related driving offenses within the previous five years and/or the license is not currently suspended or restricted related to hours of driving or reason for driving. |
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| (No Value) |
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| Will Per Diem and Mob/De-Mob expense types be available for this requisition? |
| No |
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| If Per Diem is available, please indicate the maximum amount: |
| 0 |
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| If Nuclear Business Unit: On-Boarding Note |
| Nuclear workers requiring unescorted badge access will follow onsite in-processing procedures. All others will be required to complete Non-Nuclear pre-assignment screenings through their staffing supplier. Please contact CWP with any questions: cwp@nexteraenergy.com or 561-694-4761. |
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| Will the selected worker require unescorted badge access into Nuclear protected areas? |
| No |
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| Is NERC CIP unescorted physical or cyber access required for this assignment? |
| No |
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| Which NERC access is needed? |
| N/A |
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| Is Federal Energy Regulatory Commission access required? |
| No |
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| Hours per Day | 8 |
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| Hours per Week | 40 |
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| Total Hours | 8,352.00 |
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Attachment 1: Customer Service Job Description Position Specific Description Job Title: Customer Service Rep II- Houston, Texas Work & Training Address: 601 Travis St. Houston, TX 77002
This is not a work from home position. Candidates will be required to attend training and report daily to this location.
Training: Duration of 3 weeks Comprehensive agent training is paid and will take place Monday- Friday from 8 a.m. 5 p.m. with anticipated start date of March 9th, 2025. Training is mandatory and candidates will be required to attend all training without exceptions.
Work Schedule upon completion of training- 40 hours weekly This position requires an 8-hour shift between the hours of 7am 6pm. These schedules are assigned based on the needs of the business and could change at any time. There will be no exceptions.
What We Are Looking For: Self driven individuals Excellent communication skills (friendly, courteous, helpful) Ability to resolve customer issues by using problem solving skills Reliable/Dependable High Integrity/positive attitude Flexible/Adaptable Strive for excellence
About Position: Full-time employees are expected to work 40 hours per week. As an essential part of our company, you will provide exceptional customer service to our valuable customers. We provide comprehensive training to ensure our Customer Service agents are prepared to deliver exceptional customer experience. In this role, you will be trained to handle incoming customer calls and provide quick and real-time information to ensure our customers' inquiry is resolved on the first call. Research and problem solve to determine suitable actions to deliver our customers with solution driven results. Be proactive, follow up as needed to ensure one contact resolution. Create emotional connections by listening to customer needs, applying active listening skills, and showing empathy. Embrace challenges and demonstrate capacity for growth. We encourage and welcome improvement opportunities within a culture of transparency, openness and trust.
Job Overview Employees in this role provide some decision making to respond to and resolve non-routine customer requests, inquiries and complaints about billing, policies, and other matters using basic knowledge of corporate procedures and policies when handling customer requests. This position emphasizes public relations and effective revenue risk management.
Job Duties & Responsibilities Under direct supervision: " Handles situations, which may require adaptation of response " Assist customers with billing inquiries and educating on energy consumption. " Records and processes commitments on customer's accounts as appropriate. " Assist customers with online account and mobile app request. " Meet performance metrics and schedule adherence requirements daily. " Assists with providing direction and guidance to less experienced team members " Performs other job-related duties as assigned
Required Qualifications " High School Grad / GED " Experience: 1+ years
Preferred Qualifications " None
Employee Group: Non-Exempt
Employee Type: Full Time
Job Category: Customer Service
Job Role: Associate
Organization: Gexa Energy
Recruiter: Jessica Marquez
Hiring Manager: Kellie Morris
Referral Bonus: No
Relocation Provided: No
Attachment 2: Training- Start Date: March 9, 2026 (tentative)
- Schedule: Monday Friday, 8:00 a.m. 5:00 p.m.
- Location: 601 Travis St., Suite 1400, Houston, TX 77002
- Company-covered parking; garage assignment provided during training
- Attendance: Mandatory for full duration
- Candidates must confirm no conflicts that would prevent attendance
- Any attendance issues during training will result in release from the class
Schedule Adherence- Breaks: One 1-hour break and two 15-minute breaks
- Expectations: Candidates must understand and follow schedule adherence guidelines
- Accountability: Agency will be notified of adherence issues; failure to meet expectations will result in contract termination
Shift Assignments- Shift Times: Any shift starting between 7:00 a.m. 6:00 p.m., Monday Friday
- Shift Length: 9 hours
- Assignment: Based solely on business needs; no schedule preferences provided
Dress Code- Refer to attached Dress Code Policy
Remote Work- Friday Work-from-Home: Standard practice, subject to change at any time
- System Issues: If unable to work remotely due to internet or system issues, report to the office
