Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A  position at Xcel Energy could be just what you’re looking for.

Position Summary

Responsible for maintaining and developing a work environment that promotes quality resolution of company-wide complaints through comprehensive review of current rules, tariffs and policies and collaboration with all company business areas in complaint resolution and needs for process and policy changes. Will additionally manage scheduling of Customer Advocates to provide adequate coverage for incoming complaints. Responsible to direct and develop new training for current and new employees in complaint resolution, formal witness preparation and root cause analysis team leadership duties. Monitoring, supporting, and developing Customer Advocates to ensure they accomplish objectives. Will assist in monitoring budgets for the Customer Advocate team, business plans and ensure that reporting for this business area meets overall departmental objectives.

Essential Responsibilities

• Acts as a liaison between the company and state governments throughout the service territory and internal business areas and responds to sensitive and/or high-profile customer complaints. Directs the review and resolution of formal and informal complaint responses from Advocates to all sources, including but not limited to, Commission, Better Business Bureau, Board of Directors, Office of the Attorney General.
• Conducts performance reviews. Monitors performance & initiates corrective action daily. Designs and directs training, development plans and hiring/termination/pay decisions.
• Reviews rules, policies, and tariffs in conjunction with complaints and complaint trends against internal processes and develops and proposes meaningful changes to mitigate future complaints. Assist and/or runs external meetings with these and other sources to mitigate complaint concerns and maintain positive working relationships.
• Provides input to Business Plan, reporting and budgets for the Customer Advocate Department and monitors complaint Quality Service Plans for both Colorado and Minnesota.
• Assists and directs monitoring of the Customer Advocate budget, business plans and reporting for overall departmental objectives.

Minimum Requirements

• Minimum three years' experience in a customer service environment required, with a minimum of two years prior Customer Advocate experience.
• Two years specialized knowledge of regulatory tariffs and rules.
• Experience with statistics, reporting, and interacting with commission staff required.
• Excellent verbal and written skills.
• Knowledge of Microsoft office applications required.
• Must be customer focused and results oriented.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at [email protected].

Bargaining

The anticipated starting base pay for this position is: $73,700.00 to $104,633.00 per year

This position is eligible for the following benefits: Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation.  You will not be penalized for redacting or removing this information.

Deadline to Apply: 05/12/26

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All Xcel Energy employees and contractors share responsibility for protecting the company's information and systems by adhering to cybersecurity policies, standards, and best practices, recognizing that cybersecurity is everyone's responsibility.

 

ACCESSIBILITY STATEMENT

Xcel Energy endeavors to make https://www.xcelenergy.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Xcel Energy Talent Acquisition at [email protected]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.