Customer Support Associate

JOB SUMMARY : Responsible for customer contact for all areas of the company. Utilizes multi-tasking abilities to listen and speak with customers, while navigating multiple systems to provide an effortless experience. Maintains sound knowledge of processes and procedures in order to assist customers; addressing concerns, resolving problems, and de-escalating in a professional, positive manner. Promote and actively engage customers in current and new products and services available.

ACCOUNTABILITIES These accountabilities are not intended as a complete list of specific duties and responsibilities and does not limit or modify the right of any supervisor to assign, direct, and control the work of employees assigned to this job. Primary Accountabilities

• Acts as a first line of contact to identify and respond to any type of customer inquiry : answering calls and participating in customer outreach.
• Initiates company response to customer emergencies and outage calls. Advises customer on safety protocols and processes information accurately due to criticality of public safety and timely company response.
• Initiates work orders and actively engages customers for meter readings, service requests, and construction program offerings.
• Performs collection activities, including payment agreements, educating on programs for assistance and processes for delinquent accounts.
• Responds to customer inquiries and complaints and initiates action to resolve. May be required to adapt standard procedures and processes to resolve customer issues.
• Responsible for general understanding of regulatory rules and regulations to ensure the customer is billed properly. Understands rate tariffs; keeps current on rate changes; communicates with internal and external customers as necessary.
• Mentors less-experienced employees as needed.
• Attend training sessions to improve knowledge of processes and products.
• Maintain confidentiality of information. Supervision
• Performs work under the general supervision of the Customer Support Services Management staff.

QUALIFICATIONS The requirements listed below are representative of the experience, knowledge, skills and / or abilities required to perform this job. Educational Requirements Education Level Field of Study Required / Preferred Educational Requirements Education Level Field of Study Required / Preferred High School Diploma Required Associate Degree Preferred Preferred Experience

ADDITIONAL DETAILS :

o Candidates must have a private, dedicated workspace that is free from kids, loud pets, and all other distractions, therefore this position is not suited for providing childcare during working hours.

o Candidates must provide a suitable work environment that enables clear telephone with customers and video conference calls with colleagues.

Locations : Anamosa, Ames, Cedar Rapid, Centerville, Decorah, Dubuque, Grinnell, Iowa Falls, Lisbon, Marshalltown, Mason City, Ottumwa, Spirit Lake, Vinton, Washington,

Internet Speed Requirements :

10MBP

3MBPS