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NorthWestern Energy · 2 weeks ago

Customer Service Representative (Open to multiple locations Montana)

Montana,MT,US

Full-time

Hybrid

New Grad, Entry Level

$18/hr - $25.72/hr

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska. They are seeking a Customer Service Representative to assist customers with emergency and non-emergency requests through various channels, ensuring a positive customer experience.

Clean EnergyElectrical DistributionEnergyEnergy EfficiencyEnergy ManagementNatural ResourcesRenewable Energy

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

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

Adept at documentation of all customer interactions

Adhere to all company policies and procedures including customer confidentiality

Demonstrate and maintain a good safety record

Qualification

Customer serviceActive listeningMicrosoft Office SuiteTyping skillsTime managementOrganizational skillsInterpersonal skills

Required

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