WEC Energy Group – Inbound Customer Care Program

About the Client

WEC Energy Group is one of the nation’s largest electric generation and natural gas delivery holding companies, serving more than 4.6 million customers across Wisconsin, Illinois, Michigan, and Minnesota. The company is known for providing safe, reliable, and responsible energy services throughout the Midwest.

For more information: https://www.wecenergygroup.com

Program Overview

Service Partners provide inbound customer care on behalf of WEC Energy Group. Agents handle billing inquiries, payment arrangements, and retention-based customer interactions while ensuring compliance with all utility regulations.

Primary Responsibilities

• Respond to billing and service inquiries
• Process deferrals, installment plans, and payments
• Retain customers by addressing dissatisfaction or move-related cancellations
• Accurately enroll customers into correct energy plans
• Provide empathetic, efficient, and compliant service
• Maintain quality and adherence to meet performance standards
• Avoid Public Utilities Commission complaints by following all guidelines

Ideal agents are detail-oriented, empathetic, professional, and capable of problem-solving quickly while maintaining high customer satisfaction.

Certification and Class Details

Class Schedule

• Phase I – Instructor-Led & Self-Study:
• November 12, 2025 – December 9, 2025
• Monday–Friday | 9:00 a.m. – 3:00 p.m. ET
• 6-hour daily commitment (includes 2 hours of self-study)
• No class on November 27 or 28
• Phase II – Certification Call-Taking:
• December 10, 2025 – December 23, 2025
• Combination of class time (2hrs and 35 minutes – 3hrs and 35 minutes daily) and live call servicing (1hr–2hrs and 30 minutes daily)
• Revenue begins in this phase

Class Confirmation Deposit

A $50.00 Class Confirmation Deposit is required at the time of enrollment.

• This deposit is fully refundable once the agent attends and completes the first day of class.
• If the agent fails to attend (no-show) or drops prior to class start, the deposit is forfeited and non-refundable.
• Agents who do not attend on the first day will be automatically removed and must re-enroll in a future session to pursue the program.

This policy ensures fairness, accountability, and proper seat allocation for all participants.

Certification Completion Criteria

To successfully complete certification, agents must:

• Attend all instructor-led sessions (100% attendance strongly recommended)
• Complete all self-paced modules
• Score 90% or higher on the final exam
• Complete the Security Awareness course with a score of 85% or higher
• Maintain a Quality Assurance (QA) average of 70% or greater during Phase II
• Service a minimum of 6 hours during the blended apply period

Failure to meet these requirements or to communicate absences to the instructor may result in removal from class.

Compensation Structure

During certification, service revenue is $7.64 per hour (equivalent to $3.82 per 30-minute interval).

Once certification is successfully completed, production pay rates begin as follows:

• English Only: $13.90 per hour ($6.95 per 30-minute interval)
• Bilingual English/Spanish: $17.00 per hour ($8.50 per 30-minute interval)

All rates are before deduction of the Platform Usage Fee.

Incentives

• $100 Incentive: For servicing 13+ hours per week during Certification (after Phase II) and accepting the first Production SOW.
• $1.81/hr Bonus: For servicing 12+ hours weekly during Certification (after Phase II).
• NEW! $250 Bilingual Certification Incentive: For bilingual agents after completing 20 hours (40 intervals) during Phase II.

Service Requirements

• Minimum 10 hours (20 intervals) per week during certification
• Must service at least 4 hours (8 intervals) on Mondays
• Service times (subject to change):
• Monday–Friday: 8:00 a.m. – 8:00 p.m. ET
• Saturday: 8:00 a.m. – 4:00 p.m. ET

Service Level Requirements (Performance Metrics)

Failure to meet one or more of these requirements may result in termination of the SOW.

Metrics may be modified with commercially reasonable notice.

System & Equipment Requirements

• Must meet Arise platform standards
• USB VoIP headset and dual monitors required
• Minimum 8GB RAM and Windows 11 (fully updated)
• Quiet, professional work environment required

Security & Background Verification

• Background check and Photo ID verification required
• Must be completed within 3 business days of enrollment
• Random background checks may occur throughout the SOW
• Daily facial authentication scans required for class entry

Failure to complete these steps will result in removal from the course.

Cross-Certification Opportunities

Service Partners meeting performance standards may be eligible for additional cross-certifications:

1. MERC Service Choice (eligible for incentives) / NSI
2. Emergency Calls

Summary

The WEC Energy Group Inbound Customer Care Program offers strong earning potential for both English-only and bilingual agents. With structured certification, professional standards, and multiple incentive opportunities, this program is ideal for agents skilled in customer service, empathy, and problem-solving.

Certification Dates: November 12 – December 23, 2025

SOW Duration: ~8–10 weeks for Certification, followed by Production upon successful completion.