Customer Service Representative II

Location: On-site | Gastonia, NC Workplace Type: On-site (Hybrid eligibility after 6 months based on performance) Experience Level: Intermediate Positions Available: 30 Job Category: Customer Service / Call Center About The Role The Customer Service Representative II serves as a frontline connection between the company and its customers, handling high-volume inbound calls related to billing, payments, service requests, and credit-related concerns. This role requires professionalism, empathy, strong judgment, and the ability to de-escalate challenging situations while ensuring compliance with regulatory requirements.You’ll play a critical role in supporting the safe, reliable, and cost-effective delivery of essential energy services by resolving customer issues efficiently and accurately.Key ResponsibilitiesRespond professionally to inbound customer calls and build trust through clear, empathetic communicationListen actively to understand customer needs and provide on-the-spot solutionsDe-escalate difficult or sensitive customer situations, including credit issues and potential service terminationsNegotiate payment arrangements within defined regulatory guidelinesAssist customers with billing inquiries, credit difficulties, service notices, and possible gas-related emergenciesAccurately document all customer interactions in Customer Information SystemsMeet or exceed quality, productivity, and customer satisfaction metricsWork independently while contributing effectively as part of a teamPerform related administrative tasks as neededOperate in accordance with company policies, regulatory standards, and core values Required Qualifications Strong verbal and written communication skillsProven ability to de-escalate irate or distressed customersSound judgment and decision-making skills with minimal supervisionStrong analytical, negotiation, and problem-solving abilitiesAbility to multitask, work under pressure, and manage high call volumesBasic proficiency with Customer Information Systems and Microsoft Office (Word, Excel, Outlook)Understanding of billing, rates, credit, energy usage, and customer accounts (or ability to learn quickly)Flexibility to work varying shifts, nights, weekends, and emergency situationsPunctual, reliable, and strong time-management skillsAbility to successfully complete a bgheck and drug screening Preferred Qualifications 3+ years of customer contact or call center experienceBilingual (English/Spanish)Experience working in regulated environments (utilities, energy, financial services, etc.)Strong understanding of customer-centric service modelsWork Schedule & EnvironmentTraining Schedule: Monday–Friday, 8:00 a.m. – 5:00 p.m.Work Environment: Office-based, high-volume call centerHybrid Opportunity: After 6 months of full-time, on-site work, remote eligibility may be available based on performance and business needsel Job Type & Location This is a Contract position based out of Charlotte, NC. Pay And Benefits The pay range for this position is $18.00 - $22.00/hr. Requirements Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Charlotte,NC. Application Deadline This position is anticipated to close on May 27, 2026. About TEKsystems We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems And TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.