potential based on performance!!**** ** ** Summary: Receives and responds to customer inquiries, promotes and sells Home Service Plus products and services, completes supporting purchase contracts and sets appointments for products sold through direct interactions with customers via phone channel. Fast paced, high call volume environment. Essential Duties/Responsibilities: · Responds to all questions relating to all company customer service inquiries with a focus on first call resolution. · Promotes and sells all Home Service Plus products and services through inbound and outbound calls to achieve individual and team sales goals. Recommends products, explains features and benefits to enhance customers knowledge, and gains customer commitment to our recommendation. Completes profile with contract information, and/or schedules maintenance appointment in CRM. · Resolves customer complaints regarding purchases and installations to ensure customer satisfaction, responds appropriately, guides the complaint through established channels, and follows up to complete resolution. · Attends sales and vendor training meetings to enhance and maintain effective sales skills and product knowledge. Completes all other training as needed for system updates and department initiatives. · Works effectively and cooperatively with co-workers, vendors, sub- contractors, field technicians, and field sales representatives to achieve individual and team goals. · Demonstrates diligence, aggressiveness, initiative, adaptability, creativity, integrity, and personal development. · Resolves billing inquiries, performs account adjustments, negotiates payment arrangements and deposit amounts and follows-up on customer accounts. · Solicits customer feedback on service provided and initiates action based on customer feedback. · Receives and appropriately prioritizes trouble calls. · Considers each customer contact as an opportunity to sell or promote additional value added products or services offered by the company (i.e. IVR, Web, etc.) · Interfaces with other departments to resolve customer inquiries and achieve customer satisfaction. · Participates in special projects as a subject matter expert. · Assists lead representatives with coaching and relief of duties as needed. **Education: ** Requires high school diploma or equivalent knowledge of English, basic mathematics (addition, subtraction, multiplication, division and calculation of fractions and/or percentages), grammar spelling, and punctuation. Experience: Requires a minimum of two years sales experience in inside sales, phone sales, retail sales or other direct sales environment. Additional Knowledge, Skills, Licenses/Certifications, Abilities & Personal Characteristics (KSLAPs): · Able to demonstrate commitment to compliance with applicable laws and regulations, the Companys Ethics and Compliance Code of Conduct, and other Company policies and procedures and do so consistently, take all required training courses and do so timely.__ · Able to demonstrate respect for all individuals, adhere to the Companys values and business practices and do both consistently. __ · Able to comply and perform duties according to company and business unit policies, procedures, processes and practices. __ · Able to use personal computers and software. · Able to pass aptitude/abilities tests as required by CenterPoint Energy. · Able to take gas emergency leak calls within 24 months of employment. · Able to understand the work and services provided by CenterPoint Energy as a whole. · Able to multi-task and manage several activities at one time, such as completing data entry requirements while simultaneously accessing multiple systems and/or reference materials. · Able to work and participate in a team based environment to accomplish assignments. · Able to use mathematics to respond to inquiries. · Able to adapt to the customers level of understanding. · Able to demonstrate professionalism at all times. · Able to demonstrate empathy for the customers situation. · Able to anticipate the customers need. · Able to demonstrate strong oral and written communication skills, including excellent telephone etiquette. · Able to demonstrate courtesy, tact, diplomacy, good judgment and professional conduct when communicating in person, by telephone or via electronic mail. · Able to work with difficult or irate customers in a professional or courteous manner. · Able to analyze data and provide solutions. · Able to learn company and industry safety standards and regulations. · Able to learn systems and processes necessary to answer customer requests. · Able to respond well to changing priorities and work schedules. · Able to comply with and understand the importance of schedule adherence and timeliness in a call center environment. **Physical Requirements: ** · Able to communicate orally and in writing in a clear manner. · Able to communicate and hear oral communication either in person or on equipment such as telephone. · Able to sit for extended periods of time. · Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move objects. · Able to reach, grasp, and move items. · Able to view a personal computer monitor or laptop, for extended periods of time. · Able to operate computer, either desktop or laptop, and other office equipment, including multi-line telephone, fax machine, scanner and calculator. **Working Conditions: ** · Able to work in cubicle or team environment. · Able to work overtime (scheduled and/or unscheduled) occasionally, as needed or required. · Able to work rotating shifts to provide coverage twenty-four hours per day, seven days per week. · Able to work in a fast paced environment with high daily pressure to meet performance goals. · Upon commencement of gas emergency call training, position will become safety-sensitive requiring random drug-screening in compliance with the Department of Transportation regulations. · May be required to remain in the service area during emergency events and assume responsibilities assigned by the company to aid in restoration efforts. **** **Primary Location: **US-TX-Houston-CenterPoint Energy Tower **Work Locations: ** **Job: **Customer Service **Organization: **CenterPoint Energy **Schedule: **Full-time **Job Posting: **Apr 23, 2018