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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on issue resolution, effective communication, and operational efficiency. Proficient in analyzing data to improve customer experience and adept at collaborating across teams and external partners.
Highest-signal resume keywords
Customer Support ExperienceBilingual Communication (English and Spanish)Analytical Problem-Solving SkillsProficiency with Excel and Data Visualization ToolsExperience in Retail Energy or Utilities
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Inquiry ManagementIssue ResolutionData AnalysisWorkflow DocumentationQuery WritingOperational Workflow TestingTransaction ManagementCrisis Response SupportEscalation HandlingAttention to Detail
Soft Skills
Exceptional Communication SkillsProfessional De-EscalationOwnership and AccountabilityAbility to PrioritizeCollaboration Across Teams
Tools & Technologies
Customer Support PlatformsTicketing SystemsElectronic Data Interchange (EDI)AI Tools
Industry Keywords
Contact CenterCustomer OperationsHighly Regulated IndustryUtilitiesRetail Energy
About the role
Key responsibilities & impact- Own customer inquiries, escalations, and complaints end-to-end
- Communicate clearly, de-escalate professionally, and drive issues through resolution
- Support billing, account management, service setup, and transfer requests
- Partner with utilities and vendors to resolve transaction issues
- Identify and resolve at-risk customer situations before they escalate
- Educate customers on their accounts, products, and available options, including supporting Spanish-speaking customers
- Analyze customer feedback and operational data to identify trends, recurring issues, and root causes
- Recommend improvements to customer experience and operational efficiency
- Document workflows, resolutions, and best practices for the internal knowledge base
- Collaborate cross-functionally to surface bugs, operational risks, and customer-impacting issues
- Support crisis response and time-sensitive operational needs while meeting established SLAs
Requirements
What you’ll need- 2+ years of experience in a contact center, customer support, customer operations, or similar customer-facing environment
- Professional fluency in both English and Spanish
- Ability to work from the Houston office at least three days per week, ideally Monday through Wednesday
- Exceptional written and verbal communication skills with demonstrated ability to handle escalations and difficult customer situations professionally
- Strong analytical and problem-solving skills with the ability to investigate issues and identify root causes
- Sharp attention to detail and a strong sense of ownership
- Ability to learn new systems, processes, and operational workflows quickly
- Comfortable working across teams and external partners to drive issues to resolution
- Ability to prioritize effectively and operate independently in a fast-paced, evolving environment
- Proficiency with Excel and data visualization tools
- Experience in retail energy, electricity, utilities, or another highly regulated industry
- Experience with customer support or ticketing platforms
- Exposure to Electronic Data Interchange (EDI) systems or transaction management
- Experience documenting business processes or testing operational workflows
- Experience writing queries to pull and analyze data, and comfort using AI tools
Benefits
Comp & perks- Premium medical coverage
- Flexible time off
- Opportunities for continued professional development
- Career growth into broader business operations, analytics, and process improvement
- Cross-functional exposure with Rhythm teams, utilities, and external partners
- Meaningful impact on customer experience
- Ownership of complex customer and operational issues
- Friendly, transparent, innovative culture