Bilingual Customer Service Representatives (CSR) WEC - Sunport


Date Posted:
Requisition Number:
Call Center
Pay Rate:



Job Description:

The purpose of Customer Service Representatives (CSR) position is to deliver excellent customer care and create sustainable value for customers via phone, email, chat, and correspondence.  The CSRs handle service and information requests, billing explanations, cost savings advice, and explain company policies and procedures along with terms and conditions.

Hourly Wages: Base pay is $12.00 per hour plus incentives that can earn an additional $1.50 per hour.

Call Center hours of operations are 8:00 am to 8:00 pm Monday thru Friday & Saturdays 8:00 am-5:00 pm.

Job Description:

  • Respond to various customers billing and service related inquiries via telephone and in writing. 
  • Enroll new customers, offering appropriate products and services.
  • Offer new products and services to existing customers.
  • Process payments for current or outstanding balances.
  • Collect outstanding balances and/or negotiate appropriate payment arrangements.
  • Utilize various Faneuil and client software packages.
  • Ensure Customer Satisfaction & First Call Resolution.
  • Appropriately handle emergency calls regarding gas leakage, odor of gas, explosions and fires.



  • Handle customer and retailer inquiries.
  • Process order inquiry calls, initiate service orders and provide service order status updates.
  • Process billing calls; investigate meter read and other inquiries relating to billing accuracy or payment.
  • Process customer move-ins, adds and transfers.
  • Processes correspondence and update customer accounts. May compose written correspondence to resolve inquiries.
  • Processing refunds, compensation requests & changes to accounts.
  • Assessment and re-assessment of payment arrangements, giving information about current offers available. 
  • Route escalated customer issues to higher level employees for resolution.
  • Tag, log, or otherwise enable root cause analysis for each non-emergency call for reporting purposes.
  • Execute outbound call messaging as indicated for various purposes e.g. collections, service orders, street lights, denial of access, and guard lights.

Minimum Requirements



  • Must be fluent in Spanish and English, which includes writing, communicating and comprehending.
  • An  above average knowledge and ability to use a PC; including and not limited to Word, Excel, Internet Explorer and be confident in navigating multiple screens simultaneously in the Windows operating system and environment. All the product knowledge you require will be provided in your first few weeks with the company. 
  • Individuals need to be performance focused and display a flexible attitude. Excellent call handling skills are required.
  • Successful applicants should ideally have at least 1 year’s experience of working within Customer Services environment.
  • Ability to meet individual deadlines, metrics and team goals.
  • Ability to manage multiple responsibilities, while effectively focusing on priority issues.
  • Ability to work cooperatively in a group environment to achieve common goals.
  • Successful applicants should have Client & Customer Focus, Performance Focus, Solving Problems, Respecting Others, Working with Others, Confidence & Communication, Working Pro-actively
  • High school diploma or equivalent required
  • One (1) year utility experience preferred Advanced problem solving skills
  • Above average analytical ability and mathematical skills

Final candidates for this position will need to successfully complete a drug screening, which may include a criminal background investigation and successfully pass an English/Spanish and  Assessment Test.