Customer Service Representative

Are you seeking a challenging career that allows you the ability to contribute to a fast-paced, customer-focused environment, a career that will provide opportunities for personal growth?

Work Location: Huron, Aberdeen, Yankton or Mitchell SD; Grand Island, Kearney, or North Platte NE

Pay range: Collective bargaining (union) wage scale $19.95 to $30.69 per hour

Employment Status: Regular Full-time

External candidates apply at northwesternenergy.com

Internal candidates apply through iConnect.

Do you have a genuine desire to provide good customer service?

At NorthWestern Energy, Customer Service Representatives (CSR's) are a customer's first point of contact. As a CSR, you will have the opportunity to assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email.

What You Will Be a Part Of

The Customer Service Representative Team covers a 24x7 schedule rotation that includes core hours, nights, weekends, holidays, and availability for emergency call outs. Hours worked outside of defined core business hours do qualify for premium pay opportunities.

Why Do People Work Here

NorthWestern Energy employees are our greatest asset: They work together daily to deliver safe, reliable and innovative energy solutions that create value for customers, communities, employees and investors.

NorthWestern Energy's Vision is to enrich lives through a safe sustainable energy future and we strive daily to meet our Service Values of Safety, Excellence, Respect, Value, Integrity, Community and Environment, while maintaining our Code of Business Conduct & Ethics.

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.

Here Is What It Takes

• 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 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 must be able to report to a local service location within 30 minutes for emergency response needs
• 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 calculations and technical customer support
• Assist customers with credit program information, customer aide and energy efficiency programs
• Understand and explain rate information and bill calculation
• Effective responses to customer requests that result in customers feeling supported and valued.
• 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
  

Requisition #4622

Posting Dates: December 27, 2024 through January 10, 2025

Department/Division: Customer Care

Employment Physical: Not Required

Drug Test: Required

Background Check: Required

Relocation Benefit: None

Telecommuting: Full-time Negotiable within NorthWestern Energy Service Territory, must have Midco or Spectrum internet accessibility

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: $19.95 - $30.69 per hour

Job Posted by ApplicantPro