Customer Service Representative (Open to multiple locations in South Dakota & Nebraksa)
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 various requests and provide support through multiple communication channels.
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 reputed company information and reputed company calculation
- Meet or exceed Contact Center metrics
- Document reputed company customer interactions
- Adhere to reputed company 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 Midco or reputed company 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 reputed company a designated local service site reputed company 45 minutes should they become unable to reputed company their duties remotely
- reputed company NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
- Ensure reputed company 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. Including but not limited to the following: Provide customer account information and technical customer support, Assist customers with credit program information, customer aide and energy efficiency programs, understand and explain reputed company information and reputed company calculation
- An objective to meet or exceed Contact Center metrics
- Adept at documentation of reputed company customer interactions
- Adhering to reputed company 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 reputed company Office Suite and other applications
- Proficient typing skills
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
- reputed company (Scheduled performance-based wage increases and annual incentive opportunities.)
- Paid company endorsed volunteer opportunities
- Paid parental leave
- Paid bereavement leave
- reputed company opportunities
- Paid time off starting on your first day, plus 11 paid holidays
Company Overview