Customer Service Representative
NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. The Customer Service Representative will be the first point of contact for customers, assisting with a variety of requests and ensuring a positive customer experience.
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
- Deliver customers a solution based customer experience
- 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
- 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
- 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 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