Customer Service Representative II

Kforce has a client seeking a Customer Service Representative II in Houston, TX. This role is responsible for assisting customers with billing inquiries, account management, energy consumption education, and online account support. The ideal candidate will possess strong communication skills, a customer-focused mindset, and the ability to resolve non-routine customer concerns while maintaining service excellence and performance standards. Responsibilities:

• Respond to customer inquiries regarding billing, policies, accounts, and related services
• Assist customers with understanding energy consumption and available account resources
• Handle non-routine customer requests, complaints, and service-related issues by applying established procedures and guidelines
• Process and document customer commitments and account updates accurately
• Support customers with online account access and mobile application functionality
• Meet established performance metrics, quality standards, and schedule adherence requirements
• Provide guidance and support to less experienced team members as needed
• Maintain accurate records of customer interactions and account activity
• Promote positive customer relationships while supporting revenue protection and risk management objectives
• Perform additional duties and responsibilities as assigned
• High School diploma or GED required
• 1+ years of customer service, call center, account support, or related experience
• Strong verbal and written communication skills
• Ability to handle customer concerns professionally and effectively
• Proficiency with computer applications and customer management systems
• Strong organizational skills with attention to detail
• Ability to work in a fast-paced, metrics-driven environment

• Experience handling billing-related inquiries
• Experience supporting customers through online account platforms or mobile applications
• Previous call center or utility industry experience