Customer Program Administrator

:

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you're looking for.

Position Summary Administers and supports various back-office processes and functions for HomeSmart customer programs and services. These include administration of replacement assistance, surge protection and other product and service offerings. Responsible for supporting and managing inquiries and escalations with customers, service providers and other HomeSmart and Xcel Energy employees, and reducing escalated customer issues. Serves as back-up for Business Services Administrator functional areas. Essential Responsibilities

• Manages and administers various HomeSmart customer programs and functions, including replacement assistance; surge protection; and other product and service offerings requiring administrative and customer support and interaction. With financial and analytic resources, responsible for monitoring and managing program performance, including customer claims, payments and service provider behavior to optimize profitability. Tracks and manages data, identifies improvement opportunities, and works to resolve issues using independent judgment and team resources.
• Manages customer escalation processes to reach satisfactory resolution for customers and HomeSmart. Identifies and pursues performance improvement initiatives to reduce customer escalations and complaints through continuous improvement.
• Serves as back-up to responsibilities of Business Services Administrator role, including technician and service provider support, sales reporting, and collections management. Performs other specialized tasks and projects as assigned.

Minimum Requirements High School diploma and minimum 3 years of clerical, customer service, accounting or HVAC support or technical experience. General knowledge of accounting and auditing principles; rebates administration; HomeSmart programs, products and terms and conditions; and general business support functions. Strong verbal and written communication, customer service skills, teamwork and attention to detail required. Proven ability to work in a fast-paced environment and learn quickly. Understanding and proficiency in software applications including SAP, Salesforce applications, Microsoft Suite and current HomeSmart specific applications.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at [email protected].

Non-Bargaining

The anticipated starting base pay for this position is: $74,500.00 to $87,500.00 per year

This position may also be eligible for the following benefits and/or pay components: Pay - Spot On Bonus, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Personal holidays, Volunteer Paid Time Off (VPTO) (full-time employees only), Parental Leave

Pay and benefit packages may vary based on position. Some employees are under collective bargaining agreements, which determine the benefits they will receive. If the information conflicts with the terms of the written plan documents governing the plan, the plan document will control. Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

Anticipated Last Date to Apply: 02/28/24

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

ACCESSIBILITY STATEMENT Xcel Energy endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.