Job Id: 265477

Customer Service Representative / Call Center

Location: Albuquerque NM 87102
Work Location: Onsite
Schedule: Monday–Friday (overtime & schedule flexibility required)
Pay Rate: $18.00–$19.00 per hour
Employment Type: Temp-to-hire

Schedule Details

During approximately the first three months employees are generally scheduled 8:00 AM–5:00 PM Monday through Friday.

After the initial three-month period employees may transition into a two-week or four-week rotating schedule depending on business needs.

Rotating schedules may include:

• Opening shifts beginning at approximately 7:30 AM 8:00 AM or 8:30 AM

• Closing shifts beginning at approximately 9:00 AM or 9:30 AM

Employees may rotate between opening and closing schedules every two or four weeks.

Specific start and end times may vary based on business needs and whether the employee selects a 30-minute or one-hour lunch period. Candidates must be comfortable with schedule changes and flexibility as operational needs change. Flexibility for overtime may also be required.

About the Company

Our client is a well-established electric utility company serving communities throughout New Mexico. The organization provides essential energy services to residential and business customers and operates a large customer service field operations and infrastructure network. Employees support customers with billing service outages account needs and other essential utility services.

Position Overview

Manpower is hiring Customer Service Representatives for an onsite temp-to-hire opportunity in Albuquerque.

In this role you will provide customer support related to utility services including billing payments payment arrangements account changes credit and collections outages and other service-related questions.

This is a fast-paced customer service environment where you will speak with a wide range of customers including those who may be frustrated or dealing with urgent concerns. Successful candidates will be strong communicators who can remain professional solve problems navigate multiple computer systems and provide a positive customer experience.

Key Responsibilities

• Respond to customer inquiries by phone email chat and other communication channels

• Assist customers with billing questions payments payment arrangements account changes moves credit and collection matters outages and emergency service requests

• Research customer accounts and provide accurate and timely resolutions

• Professionally handle challenging escalated or emotional customer interactions

• De-escalate difficult situations while maintaining a calm and courteous approach

• Help customers understand utility policies procedures charges and account information in clear and easy-to-understand language

• Process and dispatch service orders when needed

• Communicate with technicians field employees and internal departments regarding customer service requests

• Recognize and report potential safety concerns involving customers or field personnel

• Assist with customer questions related to energy usage and consumption

• Support collection efforts and payment resolution while following established policies and regulations

• Navigate multiple computer systems while actively assisting customers

• Accurately document customer interactions account updates and service requests

• Identify opportunities to improve processes and the overall customer experience

• Complete all required training assessments and ongoing coaching

• Meet established quality productivity attendance and customer service expectations

• Assist leadership with special projects and other duties as assigned

What We Are Looking For

• Strong customer service and communication skills

• Ability to speak clearly professionally and confidently with customers

• Ability to remain composed during difficult or emotional conversations

• Strong problem-solving and critical-thinking skills

• Ability to listen carefully ask questions and identify appropriate solutions

• Ability to multitask between phone calls customer information and multiple computer programs

• Strong attention to detail and accuracy

• Ability to learn policies procedures regulations and technical information

• Comfort discussing payments past-due balances collections and other sensitive account matters

• Ability to use tact and negotiation when resolving customer concerns

• Willingness to receive coaching and apply feedback

• Dependable attendance and punctuality

• Ability to work effectively in a structured fast-paced call center environment

• Flexibility to work rotating opening and closing schedules based on business needs

Minimum Qualifications

• High school diploma or GED required

• Zero to one year of related experience in customer service collections call center support or a similar position

• An equivalent combination of education and relevant experience may be considered

• Basic computer proficiency and ability to learn database and customer service systems

• Strong verbal and written communication skills

• Basic math skills including addition subtraction multiplication division percentages fractions and decimals

Preferred Experience

Previous experience in one or more of the following areas is helpful:

• Customer service
• Call center support
• Billing
• Payment processing
• Collections
• Account management
• Dispatching
• High-volume phone environments
• Administrative or clerical support

Experience within the utility industry is helpful but not required.

Computer Skills

Candidates should be comfortable using computers throughout the workday and learning multiple systems including:

• Customer account and billing systems
• Email
• Database software
• Call center and telephone systems
• Web-based applications
• Dispatching or service order systems

Work Environment

This position works onsite in Albuquerque Monday through Friday in a professional call center environment.

During the first three months the schedule is generally 8:00 AM–5:00 PM. After the initial period employees should be prepared to participate in rotating opening and closing schedules which may change every two or four weeks based on business needs.

Employees will spend the majority of the workday seated and communicating with customers by telephone and electronic channels. Candidates should be comfortable working at a computer for extended periods and handling a consistent volume of customer interactions.

Physical Requirements

• Ability to sit for extended periods

• Ability to communicate effectively by phone and electronically

• Good vision and manual dexterity for computer-based work

• Ability to occasionally lift or move up to 10 pounds

Opportunity

This is a full-time temp-to-hire opportunity with the potential for long-term employment based on performance attendance business needs and successful completion of the temporary assignment.

Pay: $18.00–$19.00 per hour
Location: Albuquerque NM
Schedule: Monday–Friday with rotating schedules after the initial training period
Work Setting: Onsite
Job Type: Temp-to-hire