Bilingual Customer Care Agent jobs in United States
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APG&E · 4 hours ago

Bilingual Customer Care Agent

positionHouston, TX
timeContract
remoteOnsite
seniorityNew Grad, Entry Level
money$18/hr - $19/hr

APG&E is a customer-focused company seeking a Bilingual Customer Care Agent to serve as the first point of contact for customers. The role involves providing assistance with account questions, billing concerns, and service inquiries while ensuring customer satisfaction through effective communication.

Customer ServiceEnergyRetail
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Culture & Values
Hiring Manager
Kimberly Araniva
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Responsibilities

Help customers understand payment options, payment plans, and navigate billing timelines
Answer inbound customer calls related to billing, account updates, and online portal access
Make outbound calls to follow up on customer requests and assist with issue resolution
Accurately document all customer interactions, updates, and actions taken within the system
Respond to basic email inquiries or support tickets, ensuring timely and accurate communication
Follow company guidelines, scripts, and procedures for compliance, accuracy, and customer satisfaction
Identify when an issue requires Tier 2 or supervisor to review and escalate appropriately
Meet performance metrics, including quality assurance standards, average handle time (AHT), and SLA’s
Provide feedback and insights to inform process improvements and retention programs, while actively supporting strategies to boost positive online reviews
Maintain a professional, empathetic, and solution-oriented tone throughout every customer interaction
Provide customer support via email, text, chat, and phone to resolve inquiries and enhance customer experience
Support operational needs as required, including system tasks, training participation, or special assignments
Deliver exceptional customer service by guiding callers through enrollment and renewal of rate plans

Qualification

Bilingual (English/Spanish)Retail energy experienceProblem-solving skillsCommunication skillsMultitaskingAttention to detailCalm under pressureAdaptability

Required

English/Spanish proficient (bilingual preferred)
Strong problem-solving skills and attention to detail
Clear, friendly, professional, written, and verbal communication skills
Ability to stay calm and professional when assisting upset or distressed customers
Ability to work in a fast-paced environment and quickly adapt to new processes or system updates
Strong understanding (or ability to learn) company policies, procedures, and billing processes
Ability to multitask while maintaining accuracy and service quality

Preferred

Experience within the retail energy industry or regulated utility markets preferred

Company

APG&E

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Founded by small business owners in Houston, we entered our home market of Texas in 2004 with service to homeowners and small businesses.
dateFounded in 2004
location
Houston, Texas, USA
people-size51-200 employees
web-link
https://www.apge.com

Funding

Current Stage
Growth Stage
Total Funding
unknown
2021-12-15Acquired

Leadership Team

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Jay Harpole
Chief Executive Officer
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Sangeeta Motwani, CPA
Chief Financial Officer
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