We’re committed to being the clean energy leader in Louisiana. By investing in renewables like solar and utilizing carbon capture and sequestration technology to make our air cleaner, we’re in this for the long haul, because our state and future generations depend on it. Come be a part of our journey at Cleco where we're Energizing Your Tomorrow. ​

Role Purpose 

The Call Center Representative is an entry level professional with knowledge of Customer Service (Call Center) principles, practices, concepts, and theories. Provides answers to customer inquiries, resolves problems, promotes and sells company products/services, statewide in a 24/7 environment. May respond to customer inquiries by referring them to public materials, secondary sources or senior staff. Responsible for the completion and identifying improvements of assigned processes or activities.

Key Responsibilities 

Champions a corporate culture that emphasizes transparency, integrity, safety, environmental responsibility, employee development, diversity and inclusion, customer service, and operational excellence 

Utilizes all available technology to handle a high volume of customer service requests in a courteous, efficient and professional manner.  

Achieves results by resolving problems with customer bills and posting of payments by analyzing accounts, executing tasks in accordance with agreed-upon plan from manager, with support from senior staff. 

Understands Company and Call Center procedures, policies and customer service/marketing programs.  

De-escalates situations involving dissatisfied customers; providing quality customer service.  

Maintains personal/team qualitative and quantitative targets  

Displays adaptability and flexibility to change in direction 

Collaborates with senior staff to complete project tasks, reaching out for technical assistance when needed to meet project milestones. 

Provides communication and regular updates as requested by their manager and senior staff to provide status updates on assigned tasks, identifies risks in delivery and actively support business development objectives. 

Receives a moderate level of guidance and direction, works under general supervision. 

Qualifications 

Required  Education, Skills & Experience 

Secondary/High School Diploma 

2+ years of customer/call center related experience 

Experience with CRM systems preferred. 

Willingness and ability to learn new technologies on the job 

Proficient at functioning effectively within a team environment, present ideas and opinions in a respective and collegial manner 

Licenses and Certifications 

Not Required 

Primary Competencies  

(to view competency definitions please refer to “Competency Framework Definitions-Proficiency Level Contributes Independently”) 
 

BEHAVIORAL 

Balances stakeholders 

Builds effective teams 

Business Insight 

Communicates effectively 

Courage  

Demonstrates self-awareness 

Drives results 

Ensures Accountability 

Instills trust 

Nimble learning 

Plans and Aligns 

Strategic mindset  

Drives vision and purpose 

Safety 

TECHINCAL  

Analytical skills 

Compliance 

May perform other duties as assigned.

Salary dependent on experience, skills, education, and training.