New

Customer Service Representative II

TEKsystems
$16.00 - $18.00 / hr
life insurance, sick time, 401(k), retirement plan, remote work
United States, North Carolina, Gastonia
May 14, 2026
Description The Customer Care Representative I role serves as the frontline connection between the company and its customers, handling inbound calls to answer questions, resolve issues, and provide guidance on billing, payments, service requests, and credit-related concerns. The role requires delivering professional, empathetic, and efficient service while deescalating difficult situations, negotiating payment arrangements within regulatory guidelines, and ensuring accurate documentation across customer accounts. Representatives must work effectively in a fastpaced, high-volume environment, leveraging customer information systems and basic office technologies, while meeting quality, productivity, and customer satisfaction targets. The position emphasizes customer centricity, sound judgment, teamwork, flexibility in scheduling, and alignment with company values of safety, integrity, respect, inclusion, and high performance. Specific Accountabilities * Respond professionally and efficiently to incoming calls and establish a relationship of trust with customers. * Listen and understand customers' needs; provide on the spot solutions in an efficient & courteous manner. * Operate according to performance standards, regulatory requirements and expectations to ensure customer service quality, effectiveness, and efficiency. * Learn and leverage customer information system, as well as other applications daily. * Assist customers with credit difficulties, termination of service notices and possible gas-related emergencies. * Use clearly defined rules and guidelines to negotiate payment plans that meet regulatory requirements, and make appropriate referrals to internal or external departments/agencies for additional assistance. * Complete accurate work reflective of all processes, procedures, and follow-up for the type of customer account being worked. * Achieve customer satisfaction, quality, and productivity levels in accordance with operational targets. * Perform related administrative tasks, as the need arises. * Live to the company Values of Safety, Integrity, Respect, Inclusion and High Performance. Scope/Dimensions * Customer centricity will be your focus as you handle interactions from customers * This role will play a critical role in ensuring the continued delivery of safe, reliable, and cost-effective energy to our customers. * Work independently and as a team member. Contacts (Working Relationships) * Customer Care resources * Customers Knowledge, Skills & Abilities Required: * Proven verbal and written communication skills. * Ability to exercise good judgment with minimal supervision. * Excellent analytical skills, decision making ability, negotiation and problem-solving skills. * Must have basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.). * A basic understanding of organization/department/section policies/procedures. * A basic understanding of billing, rates, credit, energy usage, and customer accounts. * Demonstrate the ability to de-escalate a call with irate and difficult customers. * Identify and resolve basic routine issues. * Work varying shifts, nights, weekends and during emergency situations. * Ability to multitask effectively, complete a variety of tasks concurrently, and work under pressure. * Excellent interpersonal skills and ability to function within a team. * Punctual and ability to plan and use time effectively. * Flexibility with respect to shifts. Preferred: * Three or more years of customer contact experience * Understanding of company's intent to be the first-choice of Customers, needs of the business and the related Customer Care Operations need to deliver on that intent. * Bilingual English/Spanish Working Conditions * Office Work Environment * Training schedule is from 8 a.m. until 5 p.m. Monday through Friday. * Customer Contact Representatives will be expected to work the first 6 months of employment in the office full time. At the end of the first 6 months, the candidate may be able to work remotely based on performance. Remote work availability may change based on business needs. Additional Skills & Qualifications Preferred: * Three or more years of customer contact experience * Understanding of company's intent to be the first-choice of Customers, needs of the business and the related Customer Care Operations need to deliver on that intent. * Bilingual English/Spanish 1. Regulatory Awareness & Policy Adherence- Ability to follow clearly defined rules, procedures, and regulatory requirements, especially when handling billing, credit issues, payment plans, and service terminations Attention to detail to ensure accurate documentation and compliance across all customer interactions 2. Emotional Intelligence & Resilience- Capability to handle sensitive, high-stress customer situations (financial hardship, service interruptions, emergencies) with empathy and professionalism Emotional control and resilience to remain calm, respectful, and productive in challenging conversations and high call volumes 3. Flexibility, Reliability & Operational Readiness- Willingness and ability to work varying shifts, nights, weekends, and emergency situations Strong time-management skills, punctuality, and reliability to meet operational and productivity expectations Readiness to work independently while also contributing effectively as part of a team Experience Level Intermediate Level Job Type & LocationThis is a Contract position based out of Gastonia, NC. Pay and BenefitsThe pay range for this position is $16.00 - $18.00/hr. 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 TypeThis is a fully onsite position in Gastonia,NC. Application DeadlineThis position is anticipated to close on May 18, 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.