JOB OPPORTUNITIES

Are you energetic? Do you like to accept new challenges?

Acacia wants to talk to you about new and exciting positions that will give you a fulfilling career experience in Texas’ growing energy industry.

View our openings below, and check back often for new opportunities.

Customer Service/Sales Supervisor

Title                      Customer Service Supervisor
Department       Customer Service
Reports to           VP – Operations
FSLA Status        Exempt

Job Summary

This position is responsible for supervising, coaching, motivating and developing/training a team of Customer Service Representatives with the goal of ensuring optimal productivity.  This individual directs the activities of the team to ensure customer satisfaction as well as a high level of performance.  This individual is responsible for ensuring staff compliance with company policies and procedures.

Summary of Essential Job Functions

  • Directly supervises a team of Customer Service/Sales Representatives
  • Manage real-time and historical call volumes and reporting to ensure scheduling process to minimize service level impacts and overtime
  • Manages service levels and response time based internal goals and expectations
  • Utilizes reporting to manage improvements in individual and team performance
  • Provides and documents performance feedback through weekly/monthly one-on-one sessions, performance reviews and goal setting
  • Improves customer satisfaction and quality of communication with customers by giving feedback
  • Increases effectiveness of call monitoring by calibrating with the quality department
  • Works closely with representatives to ensure all team members are cross-trained in a timely manner as well as create/document/coordinate ongoing training.
  • Ensures escalated issues are handled appropriately and in an timely manner
  • Responds to calls and handles escalated customer issues as needed
  • Works with Regulatory group to ensure policies and procedures are compliant with market rules
  • Appropriately address human resource issues, such as attendance and interpersonal conflicts in the workplace; consults Department Manager and/or Human Resources for guidance as needed
  • Participates in the interviewing process and makes hiring recommendations
  • Accepts change by demonstrating a positive attitude when change occurs
  • Supports the team by participating in cross-functional meetings to give input on improvement opportunities
  • Supports and communicates business goals, quality standards, processes and procedures and policies
  • Administers motivational programs that include incentives, contests and team performance programs

Minimum Requirements

  • 2-5 years in sales call center experience required (pre-paid industry preferred)
  • Minimum 2 years of experience in a Supervisory role
  • Experience in energy industry preferred
  • Proficient in MS Word, Excel and ability to create reports.
  • High School diploma, GED, or equivalent math and English skills required
  • College degree or coursework preferred
  • Must be Bilingual in Spanish and English for escalation calls

Abilities Required

  • Must have excellent product knowledge (both gas and electric service preferred)
  • Must have excellent verbal and written communication skills
  • Must possess excellent leadership and professional skills
  • Must be able to work a flexible work schedule (day/weekends)
  • Must be self-motivated and able to work independently with minimal supervision.
  • Must have ability to frequently take on new tasks and multi-task

 

Customer Service Representative (CSR)

Title                  Customer Service Representative (CSR)
Department   Customer Service/Operations
Reports to      Customer Service Manager
FSLA Status   Non-exempt

Job Summary

This position is responsible for providing service to the customer base of Brooklet Energy Distribution, LLC DBA Acacia Energy, Snap Energy, Now Power and Vital Power and other potential organizations.  These entities offer retail electricity to residential and commercial customers across the country.  Individual must excel in a dynamic, team environment.  Acacia Energy is committed to providing outstanding customer service, and this individual must personify this attitude.

Summary of Essential Job Functions

  • Field incoming customer service calls, assuming responsibility to resolve customer issues in an accurate and timely manner
  • Research account status and identify account issues
  • Address billing inquiries and resolve billing disputes
  • Process disconnection and reconnection requests
  • Enroll customers and resolve enrollment issues
  • Provide price quotes to prospective customers
  • Follow up with customers to attain required account information
  • Initiate collection activity on past due accounts and process disconnection and reconnection requests
  • Respond to emailed customer inquiries with factually and grammatically correct written communications
  • Serve as a customer advocate while adhering to all regulatory requirements and company policies associated with the role
  • Track performance against targets

Minimum Requirements

  • Minimum of 2 years of experience in an inbound call center environment, with customer care experience strongly preferred
  • Must be flexible to work a variety of shifts between the hours of 7:00 AM – 7:00 PM Monday – Saturday (approximately 40 hours worked per week)
  • Previous sales experience strongly preferred
  • Bilingual a plus
  • Experience within the ERCOT retail electricity market strongly preferred
  • Experience in similar markets such as utilities, telecom, or cable preferred
  • High School diploma, GED, or equivalent math and English skills required
  • College degree or coursework preferred
  • Outstanding phone etiquette and polished communication skills (written and verbal)
  • Excellent listening skills
  • Ability to maintain a calm demeanor when dealing with agitated customers
  • Attention to detail and committed to high quality customer service
  • Strong quantitative, analytical, and problem solving skills
  • Willingness to identify problems and suggest process improvements
  • Proficiency in Windows environment and MS Word and Excel applications
  • Solid data entry skills
  • Effective in the use of the Internet
  • Comfortable in a fast paced environment where change is commonplace

Abilities Required

  • Ability to meet highest attendance requirements.
  • Ability to handle multiple tasks concurrently.
  • Ability to use personal computer, calculator, etc.
  • Could involve some lifting to 20 pounds.
  • Ability to sit for extended periods of time without much movement.
  • Ability to work in time-sensitive environment with non-flexible deadlines.

Disclaimer

Acacia Energy is a Texas-based electricity company, providing prepaid electricity for today’s on-the-go families. View more about our company.

Think you would be a great fit for one of our Job Openings? Email your resume to: human.resources@brookletenergy.com.


 


Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Acacia Energy is an equal opportunity employer.

Brooklet Energy Distribution, LLC DBA Acacia Energy, Snap Energy, Now Power and Vital Power is an equal opportunity employer.


Acacia Energy offers excellent benefits; including annual bonus plan (based on company and individual performance), excellent benefits package, 50% premiums paid by employer, paid holidays, and paid time off.