Customer Support Representative - The Woodlands, TX

Job Description

Job Description

About the Company

Centric Services (“Centric”) delivers industry-leading natural gas transmission and distribution services through its Hooks and UniGas divisions. Centric serves ground-up commercial and residential developments, as well as master-planned communities in all major metropolitan markets across Texas.  Centric is rapidly expanding due to its commercial and operational agility and is dedicated to bridging infrastructure gaps through strategic value creation and continuous innovation. Centric strives to create a caring and open culture where employees can grow and develop alongside the business.

About the Role

The Customer Support Representative is responsible for providing exceptional customer service and support throughout the customer lifecycle. This position serves as a primary point of contact for Centric customers and is responsible for processing customer requests, maintaining accurate account information, assisting with customer onboarding and terminations, and resolving questions or issues related to gas service and billing.

General

• Upholds and advocates for Centric’s core values and behaviors as outlined in the Centric Values and Leadership Framework.
• Ensures that all operations are conducted safely and in compliance with all applicable laws, regulations, policies, and procedures.
• Foster a culture of always doing things the right way: the Centric Way (safety, openness, integrity, attention to detail, etc.)

Responsibilities and Essential Job Functions:

• Serve as a primary point of contact for Centric customers, providing timely, professional, and accurate support by phone, email, and other approved communication channels.
• Process customer requests throughout the account lifecycle, including new service applications, account changes, service transfers, terminations, and other account-related requests in accordance with established procedures.
• Manage the customer onboarding process, ensuring applications and required information are accurately completed and processed.
• Assist customers with registering for and accessing the Centric online customer portal, including providing step-by-step guidance, troubleshooting common access issues, and explaining available self-service features.
• Manage a high volume of incoming calls and customer requests while meeting established customer service, quality, and response-time standards.
• Provide clear and accurate information regarding gas service, account requirements, billing, due dates, payment methods, and other customer account matters.
• Maintain accurate customer account records by processing account updates, documenting customer interactions, and recording the status and resolution of requests.
• Handle customer concerns and complaints professionally and empathetically, identify appropriate solutions or alternatives, and follow up as needed to ensure resolution.
• Coordinate with internal departments and operational teams to resolve customer requests that require additional support, information, or action.
• Follow established communication procedures, guidelines, policies, and customer service standards while protecting the confidentiality of customer information.
• Maintain established inbound call and customer service KPIs as directed by the supervisor.
• Contribute to a positive, collaborative, and solutions-oriented team environment while demonstrating accountability and professionalism.
• Demonstrate flexibility and willingness to learn additional responsibilities, systems, and processes as Centric continues to grow.
• Perform other duties and responsibilities as assigned.

Requirements

Education/Experience:

• High School Diploma or GED.
• 2+ years of related customer service, customer support, call center, utility, or administrative experience.
• Experience handling customer requests and maintaining accurate customer records.

Knowledge, Skills, and Abilities:

• Strong customer service and communication skills, with the ability to communicate clearly and professionally with customers by phone, email, and online channels.
• Familiarity with customer service best practices, processes, and procedures.
• Proficiency in computer and software applications, including Microsoft Office.
• Ability to learn and effectively use CRM, customer account, billing, and online portal systems.
• Strong problem-solving and conflict-resolution skills.
• Ability to maintain professionalism and a positive attitude when handling difficult or dissatisfied customers.
• Strong organizational, time-management, and follow-up skills.
• Ability to work independently while also contributing effectively to a team.

Preferred Requirements:

• 2+ years of customer service or customer support experience
• Experience with a CRM system.
• Bilingual in English and Spanish is preferred

Benefits

• Competitive base pay + bonus
• Great benefits (medical, dental, vision, and more)
• Generous PTO policy, in addition to annual sick leave and volunteer time off (VTO)
• 10 company paid holidays
• 401(k) plan with 5% company match

Centric Infrastructure Group is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.