Customer Associate

Customer Associate

Work Location: Bozeman, MT

Pay range: $18.00 to $25.72 per hour starting base wage with career advancement opportunity up to $32.07 per hour

Employment Status: Regular Full-time

External candidates apply at northwesternenergy.com

Internal candidates apply through iConnect.

About this position:

Customer Associate (CAs) are a dedicated and customer-focused individual who communicates directly with customers responding to a variety of customer needs and requests. CA's are a point of contact for customers, providing exceptional service and resolving inquiries related to billing, service disruptions, account management, construction processes and general utility services information. CAs take into account resources, constraints, and organizational values as they commit to satisfying customer needs and resolving customer issues.

We offer great benefits:

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ over 1,500 amazing people and serve 775,300 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:

• 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

Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

About this job:

• Accept customer payments and post the same day
• Balance cash drawer daily; make bank deposits
• Input and completion of service orders
• Meet or exceed performance standards, as determined by NorthWestern Energy, including time spent at workstation and time engaged with customer interactions
• Adhere to quality assurance to include call monitoring
• Coordinate with other NorthWestern Energy employees to find relevant information and take necessary action
• Explains rate changes and bill calculations as necessary
• Administers credit program within prescribed scope
• Listen and respond appropriately to customer needs while reviewing and entering data on a computer
• Type memos, e-mails, and other correspondence in an accurate timely manner
• Respond to emergency situations professionally and accurately by following established policy and procedures
• Perform calculations to determine customer payments and other account related activity
• Assist customers using established policies and procedures
• Respond professionally and positively to customer complaints or inquiries
• Work effectively in a team and in close proximity of teammates
• Perform all regularly scheduled shifts. Occasional weekend, evening or holiday call outs in response to emergency situations.
• Maintain confidentiality of customer and other confidential information
• Ensure proper entry of union payroll for bi-weekly processing
• Ensure proper coding and processing of purchase card transactions and AP invoices
• Support the new construction process through administrative SAP functions, payment processing and service order creation
• Assist customers with local permitting requirements and basic construction standards
• Support local operations with SAP notification processing and other data entry as required
• Respond appropriately to internal requests and work across business units to ensure processes and procedures are being upheld
• Analyze and prioritize workload to ensure that all customer and business needs are meet in a timely and appropriate manner
• 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

Am I right for this job? Here's the success profile:

• High School diploma or equivalent
• Successful completion of training program
• Demonstrate and maintain good safety record
• Proficiency with the Microsoft Office suite and other computer applications
• Excellent attendance record
• Valid driver's license and satisfactory driving record

Requisition # 4446

Posting Dates: January 30, 2025 through February 13, 2025

Department/Division: Customer Care

Employment Physical: Not Required

Drug Test: Required

Background Check: Required

Relocation Benefit: None

Telecommuting: None

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information or any other protected class in accordance with applicable federal or state laws and statutes. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department at 1-800-245-6977 or at job.inquiries@northwestern.com.

Salary : $18 - $26