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Just Energy

Escalation Care Agent - Bilingual (English/Spanish)

Company logo
Just Energy
Provides energy solutions, offering electricity and natural gas services to residential and commercial customers.
Bilingual Customer Resolution Specialist handling escalated inquiries via phone, email, chat
6d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Houston, TX
Office Full-Time
Company Size
1,000 Employees
Service Specialisms
Electricity supply
Natural gas supply
Fixed‑rate energy plans
Variable‑rate energy plans
Green energy products
Solar incentive programs
Energy efficiency solutions
Commercial energy services
Sector Specialisms
Electricity
Natural Gas
Energy Efficiency Solutions
Renewable Energy Options
Residential
Commercial
Utilities
Role
What you would be doing
ticket management
escalation handling
digital monitoring
call audits
process feedback
escalated support
  • Manage and monitor daily open cases/tickets and ongoing escalations that require actioning and tracks outcomes to ensure quick resolution, communicating any issues that arise;
  • Review and respond to customer concerns and inquiries on digital sites (social media sites, other websites specific to our industry);
  • Staying current on corporate initiatives, market changes and process changes that impact the customer resolution
  • Independently review customer calls and account audits to look for red-flag language indicators and repeat caller reports to take ownership of the customer’s case handling and turn into a positive resolution by taking the required actions which can involve coordinate with back office operations contacts for the required information and then making an outbound call, send an email to drive customer resolution
  • Provides feedback to contact center leaders and/or agents when processes or procedures are not followed
  • Answer escalated customer inquiries through phone, email or chat.
What you bring
2+ years
ms office
bilingual
call center
escalations
communication
  • 2+ years’ experience working in a dynamic, fast paced customer contact center environment as an inbound specialist for customer service roles
  • Strong computer skills and basic knowledge of MS Office
  • Grammatical competence (written and verbal)
  • Bilingual (English / Spanish) is a MUST
  • Minimum 2 years call center experience is required, of which
  • Great communication skills
  • Health and wellbeing tools and resources and more…
  • College or University Education is a plus.
  • High School Diploma or Equivalent.
  • Alternately 1+ year experience in a customer escalations and white-glove resolution management
  • Candidates with experience within the retail energy customer service environment will be preferred.
  • Punctual and dedicated
Benefits
  • Competitive Compensation
  • Hybrid Working Model
  • Performance based bonuses
  • Comprehensive benefits package
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
Culture + Values
  • Customer-Centric
  • Integrity
  • Collaboration
  • Innovation
  • Excellence
Environment + Sustainability
Net Zero by 2050
Climate Commitment
The organization is dedicated to achieving net-zero emissions by 2050, marking a significant step in addressing climate change.
  • Focus on reducing greenhouse gas emissions
  • Promotion of clean energy solutions
  • Sustainability integrated into business practices
  • Working to support renewable energy generation
Inclusion & Diversity
  • Committed to a diverse and inclusive workplace
  • Increased focus on gender parity in leadership roles
  • Fostering a culture of respect and fairness
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