Customer Support Associate

Overview

We have Full-time and Part-time Opportunities for Customer Support Associates!

Part-time Schedule: Training Schedule can be 40 hours a week for approximately 4 weeks, but can vary. Once training is completed, part-time hours cannot exceed 29 hours per week. Schedules are based on operational needs and can vary from week to week. There is no guarantee of the number of hours each week. Associates will be given two week's notice of any schedule change. Schedules include a range of 4 to 8 hour shifts. The contact center is open from 7am to 7pm Monday through Friday and 9am to 1pm on Saturdays. Associates are required to be available to cover a variety of schedules within the operating hours of the contact center. Full-time Schedule: The contact center is open from 7am to 7pm Monday through Friday and 9am to 1pm on Saturdays. Associates are required to be available to cover a variety of schedules within the operating hours of the contact center. Hourly Rate: $18.00 Bi-lingual eligible for additional hourly pay Short Term Incentive Pay (STIP) Plan  Part-time Benefits:

• 401(k)
• Identity Theft Protection
• Dependent Care Flexible Spending Account
• Educational reimbursement benefit ($1,000 per year)

Full-time Benefits:

• Defined Benefit Pension Plan
• 401(k) Retirement Plan with company match
• Health, Dental & Vision
• Health Savings Account (HSA) with company contribution
• Wellness Program
• Adoption and tuition assistance
• Employee Credit Union
• PTO and Paid Holidays
• Identity Theft Protection

The Customer Support Associate handles customer inquiries received via various methods: chat, phone, social media, correspondence, web, and email. Inquiries include, but are not limited to: bill review, budget enrollments, deposit calculations, account status updates and/or changes, historical consumption information, letter of credit requests, refund requests, Energy Assistance Program qualifications assistance, payment arrangements,  submitting claims, research payment posting issues, document and seeks resolutions for customer complaints, and identifies and communicates any issues experienced by the customer and/or the associate to ensure a timely resolution. This position is responsible for gathering, interpreting, and processing information required for the completion of various service orders and inquiries while utilizing the Customer Information System (CIS) and other necessary software.  Service orders include: move-in, move-out, bill paid turn-ons, change and test requests, and all other service related orders for customers.  The Customer Support Associates may also be required to perform as the company Operator and/or clerical/back office duties as needed.  All associates are required to adhere to prescribed customer contact and departmental standards.

Responsibilities

• Manage account inquiries and requests such as budget enrollments, co-applicants, deposits, Power of Attorney, account updates, summer sewer charges, late payment adjustments, extended due dates.
• Create work orders for the services needed such as move-in, move-out, bill paid turn-ons, and other service order types.
• Determine the appropriate payment options for our customers, such as credit card, automatic bank deductions, payment arrangements, assistance, and identifying payment locations.
• Handle service inquiries such as backflow, service restorations, water availability, meter relocations, and cold weather inquiries.
• Communicate with other areas such as billing and dispatch to make corrections, etc.
• Including, but not limited to Operator, clerical/back office work, assist with training, floor walking, mentoring, etc.
• Perform other duties as assigned

Qualifications

Required Qualifications

• Graduation from High School or equivalent
• Must be proficient with the operation of a personal computer
• Proficiency in Microsoft Office applications
• Excellent data entry skills
• Excellent written and verbal communication skills
• Proven Customer Service experience

Preferred Skills/Qualifications              

• Demonstrated analytical abilities and initiatives
• Problem solving skills
• Ability to work within a team environment
• Ability to effectively communicate with a diverse customer base
• Ability to complete work assignments with little direction

Job Posting Deadline: Open until filled Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

Salary : $1,000