NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska. They are seeking a Customer Service Representative who will assist customers with emergency and non-emergency requests through various channels, while maintaining a focus on building lasting relationships and delivering exceptional customer service.
Responsibilities
- Assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email
- Cover a 24x7 schedule rotation that includes core hours, nights, weekends, holidays, and availability for emergency call outs
- Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
- Provide customer account information and technical customer support
- Assist customers with credit program information, customer aide and energy efficiency programs
- Understand and explain rate information and bill calculation
- Meet or exceed Contact Center metrics
- Document all customer interactions
- Adhere to all company policies and procedures including customer confidentiality
- Demonstrate and maintain a good safety record
Skills
- A genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependability
- A work from home CSR must have Spectrum internet service capability to their home office location
- A CSR's at home office must be in a private location and free from distractions
- A CSR is required to be able to report to a local service location within 45 minutes should they become unable to perform their duties remotely
- All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
- Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
- An authentic interest in delivering customers a solution based customer experience
- The ability to utilize active listening, written, verbal and interpersonal skills to engage with customers to confirm, clarify and diffuse escalated situations
- Effectively respond to customer requests that result in customers feeling supported and valued
- Provide customer account information and technical customer support
- Assist customers with credit program information, customer aide and energy efficiency programs
- Understand and explain rate information and bill calculation
- An objective to meet or exceed Contact Center metrics
- Adept at documentation of all customer interactions
- Adhering to all company policies and procedures including customer confidentiality
- Demonstrate and maintain a good safety record
- High School diploma or equivalent
- Ability to maintain composure in a fast paced environment
- Good time management and organizational skills
- Strong computer literacy including Microsoft Office Suite and other applications
- Proficient typing skills
- Remote CSRs who do not meet the required performance standards may be asked to work at an on-site location
Benefits
- 401K with company match up to 4% and non-elective contribution up to 7%
- Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
- Employee Assistance Programs (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents to include financial heath)
- Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
- Tuition reimbursement
- Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)
- Paid company endorsed volunteer opportunities
- Paid parental leave
- Paid bereavement leave
- Paid training opportunities
- Paid time off starting on your first day, plus 11 paid holidays
Company Overview
For more than 100 years, NorthWestern Energy continues to deliver the energy and exceptional service that their customers and communities It was founded in 1923, and is headquartered in Sioux Falls, South Dakota, USA, with a workforce of 1001-5000 employees. Its website is http://northwesternenergy.com.
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