Customer Service Agent — Energy Account Specialist

Customer Service Agent — Energy Account Specialist

Do you take pride in solving a problem and leaving someone better off than when they called? Are you patient, clear, and genuinely good at explaining things? Focus Services is looking for a friendly, detail-oriented Customer Service Agent to support a leading Texas retail electricity provider.

In this role, you’ll be the voice customers hear when they have a question about their bill, their account, or their service — and it’s your job to make sure they hang up with the answer they needed.

Customers never call the electricity market directly — they call the brand on their bill, and that’s us. You are the customer experience. Every call is a chance to turn a confusing bill or a frustrating moment into a reason a customer trusts the brand even more.

What You’ll Do

• Answer inbound calls from customers with questions about billing, payments, service, or their account.
• Review account and billing details to accurately explain charges, rates, and plan terms.
• Set up payment arrangements, process payments, and assist with account adjustments per company guidelines.
• Process service requests such as start, stop, or transfer of service, address changes, and autopay enrollment.
• Accurately document every interaction in the CRM and billing systems.
• Follow program-specific procedures and Public Utility Commission of Texas (PUCT) requirements for every account.
• Communicate professionally and empathetically, especially with customers who are frustrated about a bill or service issue.
• Meet quality, accuracy, and productivity standards for call handling and average handle time.
• Escalate complex billing disputes, credit issues, or service problems to the appropriate team or supervisor.
• Be logged on and ready for calls at the start of your scheduled shift.

What We’re Looking For

• Previous experience in a customer service or call center role preferred.
• Utilities, energy, or other billing/account-based industry experience is a big plus.
• Excellent verbal communication skills with the ability to explain billing and account details clearly and patiently.
• Strong attention to detail and comfort following structured, compliance-driven procedures.
• Ability to stay calm, empathetic, and professional with frustrated or upset callers.
• Solid multitasking skills — you’ll be talking, listening, and documenting in the system at the same time.
• Comfortable working in a fast-paced environment with quality and productivity standards.
• Proficient PC and keyboarding skills with the ability to learn new software systems quickly.
• Must pass a background check.
• Availability to work flexible hours, including evenings and weekends, based on business needs.

What We Offer

• Competitive pay with opportunities for performance-based incentives.
• Paid, structured training on billing systems, account procedures, and Texas energy regulations.
• Stable, full-time schedules with room to grow within the customer service organization.
• A supportive team culture that values accuracy, patience, and doing right by the customer.

Our Ethos

Customers never call the electricity market directly — they call us. Your role matters because you are the customer experience for the brand on their bill. We believe in clear explanations, patient service, and making sure every caller hangs up with the answer they needed and confidence in their account.