Customer Service Representative - Credit and Collections

About the Role

The Residential Credit and Collections Representative plays a pivotal role in ensuring customer satisfaction while solving a wide range of complex issues and inquiries. Representatives use strong negotiation skills to collect payments and arrange repayment schedules for past‑due utility debt. They analyze customers’ energy needs across multiple technology channels and build trust by anticipating needs and providing precise information. The role also involves educating customers on debt‑repayment strategies, promoting company products and services, and handling critical orders during electric emergencies, including on‑call duties for storm situations. Performance is measured against individual indicators of customer satisfaction, quality, and productivity to meet overall business goals. The position requires delivering exceptional service via phone, anticipating needs, using advanced problem‑solving, providing technical support, negotiating payments, following collection protocols, expediting dispute resolution, and participating in an on‑call rotation. Additional duties may include special projects. • Deliver exceptional customer service primarily via phone calls. • Anticipate customer needs and provide tailored solutions using advanced problem‑solving. • Resolve complex inquiries with critical thinking and technical support. • Negotiate payment arrangements with past‑due customers and follow collection protocols. • Expedite resolution of disputes and queries. • Participate in an on‑call rotation for emergency situations.

Key Responsibilities

• ▸technical support
• ▸problem solving
• ▸payment negotiation
• ▸collections protocol
• ▸dispute resolution
• ▸on‑call

What You Bring

Minimum requirements include at least 18 months of customer‑service experience or equivalent, a high school diploma or equivalent, and the ability to confidently use multiple computer programs simultaneously. Candidates must also be able to proactively identify, troubleshoot, and resolve technology‑related issues, including diagnosing hardware and software problems. • Minimum 18 months customer‑service experience (or equivalent). • High school diploma or equivalent. • Proficient in using multiple computer programs simultaneously. • Ability to troubleshoot and resolve hardware/software issues. • Bilingual Spanish proficiency (preferred, with premium compensation). • Experience in collections (preferred).

Requirements

• ▸customer service
• ▸high school
• ▸multi‑program
• ▸troubleshooting
• ▸spanish
• ▸collections

Benefits

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. Training for this position will be conducted in person in Eau Claire, WI, starting February 2026, with a starting pay of $20.00 per hour. After training, employees will work onsite at the Eau Claire location for three months. Preferred qualifications are bilingual proficiency in Spanish (with a compensation premium after passing a proficiency test) and experience in collections. The anticipated starting base pay is $20.00 per hour, and the position is eligible for a Spot On Bonus and a comprehensive benefits package that includes medical, dental, vision, life insurance, various reimbursement accounts, disability coverage, employee assistance, fitness reimbursement, tuition reimbursement, transit programs, recognition programs, pension, 401(k), paid time off, holidays, volunteer PTO, parental leave, and more. • Starting base pay of $20.00 per hour. • Eligible for Spot On Bonus and comprehensive benefits (medical, dental, vision, life insurance, etc.). • Access to retirement plans (pension, 401(k)) and paid time off. • Tuition reimbursement and fitness center reimbursement available. • Participation in employee recognition, transit, and volunteer paid time off programs.

Work Environment

Office Full-Time