Position Purpose
Effectively and professionally communicate with customers, client companies and co-workers over the phone, web, social media and e-mail, in accordance with department standards and goals to ensure the Company satisfactorily meets their needs. Ensure that customers are consistently provided with prompt, accurate and courteous service. Communicate effectively with others within the department and cross-functional areas, in order to foster a positive working environment. Assist and contribute to improved processes and procedures, in order to efficiently and accurately respond to customers and client companies. Successfully resolve directly, or coordinate the resolution of, routine customer issues and complaints, in a timely manner.
Availability & Scope
POSTING DETAILS
- Our Call Center is located in Concord, NH and training is conducted on site, transitioning to a hybrid model thereafter
- We are subjected to randomized drug testing, one of which is administered on the day of hire. This is due to the gas emergency / leak and carbon-monoxide calls that we take, which puts us into the same category as NH DOT workers. This is a federal regulation, not a state regulation.
- The training for this position would begin on March 21, 2025. The hours would be Monday through Friday, 8am – 4 : 30pm for this duration, and would last approximately 4 weeks.
Operating Hours
Regular business Monday through Friday, 7am – 7pmEmergency business Monday through Friday, 5am – 7am & 7pm – 10pm Saturday & Sunday, 8am – 4pmWork Shift
Your assigned shift after the completion of training will be 8.5 hours long (a half hour unpaid lunch and two 15-minute paid breaks), and could fall anywhere within the operating hours outlinedAn 11-hour Storm Shift (two 15-minute paid breaks and 1-hour unpaid lunch) is assigned upon hire and is worked during any Emergency Response Plan as the result of electrical and / or gas emergencies.Holiday coverage is provided on a volunteer basisOn-Call Availability
There is an On-Call Schedule that, on a rotating basis, one week at a time, would require you to provide stand-by coverage for emergency situations and needs, should they arisePrincipal Accountabilities :
of Time
End Results
Respond and communicate promptly to customer inquiries through various communication channelsAcknowledge and resolve customer complaintsProcess all customer requests in accordance with all policy and proceduresCommunicate and coordinate with peers and supervisors as necessaryProvide feedback on the efficiency of the customer service processesEnsure customer satisfaction and provide professional customer supportFollow call calibration guideline expectations to ensure customer satisfaction and one-call resolutionContribute to the team and help foster an atmosphere of support by applying Unitil core valuesMaintain a positive, empathetic and professional attitude toward customers at all timesEffectively and accurately acknowledge and resolve all customer interactions, transactions, comments and complaints within CIS. Ensure that all tasks are completed efficiently and accurately, in order to ensure a one-contact resolution and positive customer experienceRecommend proactive solutions that could enhance the customer experience, such as communication preferences, Uni-Pay, MyUnitil account set-up, and self-service ways to payComplete all customer requests received through various communication channels (CHAT, WEB, IVR, E-mail, Social etc.) in a timely and professional manner. Ensure that written communication back to the customer is error free and grammatically correct. Ensure that all information provided is within all company standards and policiesNeeded
Respond to unforeseen situations and complete assignments and special projects, as assigned by supervisor or managerQualifications :
High School diploma, general education degree or equivalent experience2-year experience in providing telephone customer service in a call center environmentPossess advanced keyboarding and PC skills in a Windows environmentAdvanced web communication skillsAbility to work in a changing environmentStrong written and oral communication skillsDemonstrated reliability and flexibilityMust accept alternate shift coverage on a rotational basis, and as requiredAbility to multi-task, navigate and communicate effectively over VOIP and other communication channelsHigh degree of self-awareness and pride in one’s workAbility to stay calm when customers are stressed or upsetUnitil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Last updated : 03 / 05 / 2025
