What are the responsibilities and job description for the Customer Service Representative position at NorthWestern Energy?
Location open to Billings, Bozeman, Butte, Great Falls, Havre, Helena, Kalispell or MissoulaQUALIFICATIONS : Genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependabilityIf working from home must have Spectrum Internet service capability to home office locationAt home office must be in a private location and free from distractionsAbility to report to a local service location within 30 minutes for emergency response needsAdhere to company safety standards and the Code of Business Conduct & EthicsEnsure all actions are consistent with NorthWestern Energy's values, mission and strategic business objectivesAuthentic interest in delivering customers a solution-based customer experienceAbility to utilize active listening, written, verbal and interpersonal skills to engage with customers to confirm, clarify and diffuse escalated situationsAbility to 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 valuedObjective to meet or exceed Contact Center metricsAdept at documentation of all customer interactionsAdhering to all company policies and procedures including customer confidentialityAbility to demonstrate and maintain a good safety record High School Diploma or equivalentAbility to maintain composure in a fast-paced environmentGood time management and organizational skillsStrong computer literacy including Microsoft Office Suite and other applicationsProficient typing skillsAbility to pass a drug test and a background checkDUTIES INCLUDE : Be a customer's first point of contactAssist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and emailCover a 24x7 schedule rotation that includes core hours, nights, weekends, holidays and availability for emergency call outsWork together with other employees to deliver safe, reliable and innovative energy solutions that create value for customers, communities, employees and investorsEnrich lives through a safe sustainable energy futureStrive daily to meet our Service Values of Safety, Excellence, Respect, Value, Integrity, Community and Environment, while maintaining our Code of Business Conduct & Ethics.Full-time or part-time (30 hours per week) position.$18.00 - $25.72 per hour, depending on experience. Hours worked outside of defined core business hours do qualify for premium pay opportunities. Benefits include : 401K with company match up to 4% and non-elective contribution up to 7%; healthcare and wellbeing programs, including dental and vision; Health Savings Account (HSA); healthcare and dependent care flexible spending account (FSA); Employee Assistance Programs; Life Insurance; paid time off starting on your first day, plus 11 paid holidays.Closes January 10, 2024.
Salary : $18 - $26
