Calling Retail Energy Professionals: Customer Support Role - Hybrid!

Supportive collaboration, global growth opportunities, and meaningful work that directly impacts customers every day. Build expertise within a respected energy organization while contributing to service excellence that drives business success.

Primary Services is excited to announce the role of Retail Energy Customer Support for a large, established leader in the energy sector. This position supports a high-volume customer care environment serving retail energy customers and plays a critical role in delivering consistent, high-quality service. The Retail Energy Customer Support partners with internal teams to resolve issues efficiently while maintaining accuracy, compliance, and customer satisfaction.

Responsibilities

• Handle inbound customer calls related to billing inquiries, account updates, payments, and online portal access.
• Initiate outbound calls to resolve open issues and follow up on customer needs.
• Process payments, refunds, adjustments, and service tickets accurately.
• Manage customer communications across phone, email, and chat channels.
• Route new and renewal sales inquiries to the appropriate internal teams.
• Document interactions and updates within CRM and customer information systems.
• Collaborate with Care, Billing, and Sales teams to achieve timely issue resolution.
• Meet defined performance metrics, including quality standards, average handle time, and service level agreements.
• Identify and share customer trends or feedback to support process improvements and retention efforts.

Qualifications

• Minimum of 1 year of Retail Energy experience required.
• 1–3 years of call center or customer support experience required.
• Prior experience within deregulated energy markets such as ERCOT preferred.
• Ability to type 40+ words per minute while navigating multiple systems.
• Proficiency with Microsoft Outlook, Word, Excel, and CRM platforms.
• Experience processing customer payments and account transactions.
• Ability to manage high call volumes and multitask in a fast-paced environment.
• Reliable attendance with flexibility to work occasional overtime.
• Authorization to work in the United States; sponsorship not available.
• Must be Houston-based.

This role offers exposure to a global energy organization with opportunities for long-term career growth while making a measurable impact on customer experience.