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Hope Gas · 1 day ago

Customer Service Representative - Morgantown WV

Morgantown, WV

Full-time

Onsite

New Grad, Entry Level

Hope Gas is a company that values its employees and is committed to the local community in West Virginia. The Customer Service Representative role involves addressing customer inquiries, resolving issues, and providing excellent service while adhering to guidelines and utilizing complex systems.

CommercialEnergyOil and GasResidential

Responsibilities

Satisfying a broad array of customer needs, such as the ability to explain and resolve routine billing issues. Complex issues will be routed to our back office for resolution

Adhere to the WV Public Service Commission Utility guidelines while performing and supporting routine credit and collection activities

Independently respond to and resolve customer questions, concerns, and complaints via calls and correspondence

Provides prompt and accurate service to promote excellent customer experience while utilizing complex computer systems

Use precise judgement and review of accounts to establish one call resolution for the customer

Guidance for customers who may have trouble navigating the self-service customer portal

An ability to analyze accounts to answer customer inquiries regarding billing, credit, payments, rates, high bill complaints, service requests, electronic equipment issues and other customer related topics

Offer and explain all assistance programs

Carefully select, create, and schedule a variety of service order requests and understand the differences of service orders such as equipment access, customer change move in/move out requests, changing, rescheduling, or updating orders, credit orders, account transfers, and other orders as needed

Promote, explain, and set up budgets and payment plans

Agent should be able to read a Hope Gas Bill and analyze the customer’s account if they have any questions or concerns on the billing invoice such as usage-based charges, miscellaneous charges, debits, credits, or adjustments

Must be flexible and able to maintain professional disposition during diverse and stressful conditions

Assessing customer needs and educating on procedures and services

Clarify information, research every concern, and provide solutions/alternatives

Use a complex SAP system to identify, track and document correspondence, issues, actions, resolutions and enter customer meter reads

Provide administrative and clerical support as needed within the Customer Service Center

Qualification

SAPCustomer service experienceMicrosoft OfficeCommunication skillsNegotiation skillsOrganizational skillsProblem-solving skills

Required

Must possess and maintain a valid driver's license

Must be proficient in computer applications including Microsoft Office, SAP, and phone applications

Ability to work and multitask in a high volume and fast paced environment

Excellent written, verbal, and interpersonal communication skills; able to address complex customer needs and determine appropriate action independently

Strong negotiation skills to resolve problems

De-escalate situations involving dissatisfied customers, while offering patience and support

Organized, meticulous, and must exercise discretion while operating within complex PSC regulatory requirements

Must be flexible and able to maintain professional disposition during diverse and stressful conditions

Reliable, regular attendance is an essential function of this job

Must be available to participate in a 6-week company sponsored comprehensive training on internal company SAP systems, as designated by the company

High school diploma or equivalent, and related customer experience required