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Customer Service Specialist - HS - NXA - SPE627 Job

Xcel Energy

Position Type:
Rqd Education:
Rqd Experience: Less than 2 years
Date Posted: December 6, 2022
Reference Code: 53218-en_US

Job Grade: 081
Hierarchy: No - We can only hire at the posted level
Union Position: Non-Bargaining

Position Summary

The HomeSmart Customer Service Representative's primary responsibility is to respond to all new and existing HomeSmart from Xcel Energy customers request for service, to answer all customer inquiries, and to help solve problems and offer solutions in a respectful and efficient manner satisfactorily resolving issues with one contact. Accountable for individual performance indicators of attendance, adherence to schedule, occupancy, and quality of calls to ensure that the overall business objectives of Service Level and Customer Satisfaction are achieved.

Essential Responsibilities



  • Provide excellent customer service to potential and existing HomeSmart from Xcel Energy customers for appliance repair and HVAC sales. Assist customers in signing up for the plan, account inquiries, replacement inquiries, cancellations, reimbursements, service requests, HVAC sales appointments, and water heater sales. Analyze and resolve customer problems and complaints concerning HomeSmart from Xcel Energy service billings, payments, and service. Dispatch service requests to appropriate contractors. Process after hours service orders from HomeSmart from Xcel Energy answering service.
  • Sell and promote HomeSmart product and services through various marketing strategies. Offers customers a variety of options to suit their home comfort needs. Including water heater sales and scheduling sales appointments.
  • Perform other specialized tasks and projects as assigned by supervisor and manager. Participate in specialized projects such as serving on quality teams, committees, and process improvement teams.
  • Administer correspondences to customers including confirmation letters, cancellation and renewal letters, and other correspondence as necessary for the efficient operation of HomeSmart.
  • Assist in training new employees by demonstrating and explaining correct policies, procedures, and evaluating trainee performance.
  • Establish and maintaining professional relationship with contractor personnel, other Xcel Energy business units and within the HomeSmart from Xcel Energy department.

Minimum Requirements





  • High School Diploma or equivalent.
  • 1+ year of customer service experience required, 18 months preferred.
  • Experience promoting product and services preferred.
  • Call Center experience preferred.
  • Bilingual/Spanish experience is a plus.


Xcel Energy is committed to the safety of its employees and customers, and promotes a Safety Always culture. Because of this, we strongly encourage all employees to be fully vaccinated against COVID-19; however, vaccination is not mandatory. After being hired, you will asked to report your vaccination status and dates of vaccination. This information will be maintained confidentially and disclosed only on a need-to-know basis. If you are not fully vaccinated or choose not to disclose your vaccination status you will be required to follow any health-and-safety rules applicable to unvaccinated employees.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

Posting Notes: CO - Lakewood || CO - Lakewood || United States (US) || Customer & Utility Innovation || 66250:HomeSmart CO || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $15.70 to $21.90 per hour
Click here to see our benefits

Requisition Number: 53218
All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com



About this Employer

As a leading electric and natural gas energy company, we offer a comprehensive portfolio of energy-related products and services to 3.4 million electricity customers and 1.9 million natural gas customers across our eight states: Colorado, Michigan, Minnesota, New Mexico, North Dakota, South Dakota, Texas and Wisconsin.

Our workforce of more than 12,000 is rising to the challenge of a dynamic, constantly-changing utility industry. One that requires us to be even more customer focused, forward thinking and productive while remaining committed to meeting our customers’ fundamental need for safe, reliable, affordable energy.

With nearly 50% of our workforce eligible to retire in the next five years, there’s never been a better time to come on board. Do you have a passion for renewable energy, like wind or solar? Or care about giving back to the community? You’ll be in a position to directly impact our energy future.

At Xcel Energy, you’ll be challenged, respected and rewarded. You’ll find an ethical team committed to excellence, safety and environmental stewardship. A dynamic company where you’ll have meaningful work that makes a difference.