Customer Support Representative - The Woodlands, TX

Customer Support Representative

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.

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.