Customer Service Rep I

2 months ago

Dover, United States Chesapeake Utilities Corporation Full time
Requisition Number: CUSTO003905

Job Details

Description

Customer Service Representative I

In-Office Position within Chesapeake Utilities Service Area of Yulee, Debary or West Palm Beach, FL locations 

 What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress.  We put people first, work to keep them safe and build trusting relationships. 

Your role in our success will be

Establishing a working relationship with our customers by communicating via telephone and email.   The CSR delivers a service that promotes loyalty to our brand by using the skills required by our quality service strategy. In this role, you will be responsible for complying with all regulatory requirements, , company rules and regulations while delivering an exceptional customer experience.

What you'll be working on  

  • Holding our Standards of Performance as a priority in all aspects of work and is results oriented.
  • Contribute to individual and team performance by accomplishing goals as identified by the business and corporate leaders.
  • Take ownership and responsibility while using active listening for each customer interaction.  Ensure customer satisfaction and strive for first contact resolution. 
  • Manage large number of incoming contacts (calls and email) every day. These interactions must be handled with a prompt, professional and friendly attitude and within contact center guidelines. 
  • Demonstrate a strong interest and ability to learn.  Expectations include, but are not limited to, ability to navigate computer programs, multiple screens, various resources on and/or off the phone with mandatory typing which includes detailed, specific and relevant documentation with each transaction. 
  • Ability to work a defined schedule in a structured environment wearing a headset, having scheduled breaks and lunches.  
  • Ability to work scheduled extended hours, as well as, mandatory support during emergency situations; such as storm preparation and restoration efforts, etc. 
  • Properly handling customer transactions such as: meter/service order creation, payment processing, handling and processing on record keeping and billing system.
  • Handling customer correspondence and concerns related to high bills, turn-on/off, deposits and ad hoc requests. 
  • Researching, identifying and solving discrepancies to bring resolution, while preparing adjustments/corrections, and following up to ensure resolution.
  • Participation in the Chesapeake Utilities Cares programs and other community grassroots efforts.
  • Ability to handle the collection and disconnection processes under company rules and regulations as directed.  
  • Build sustainable relationships of trust through open and interactive communication, internally and externally to the organization.
  • Performing other duties as assigned by your Supervisor within the realm of the business unit job.  

Who you are...

  • You have excellent written and oral communication skills. 
  • You meet the criteria to be an authorized driver under Chesapeake's Driver Authorization Policy and Procedures.
  • You have strong attention to detail and enjoy solving problems.  
  • You have good math aptitude, collection techniques and some account knowledge.  
  • You have experience with MS Office, SAP and call center technologies.
  • You have a minimum of two years call center/customer service experience.
  • You are able to attend 100% of mandatory 8-week training.
  • You are able to adhere to a set schedule to include lunch and breaks.
  • You are able to pass pre-employment and random drug screens.
  • You are able to successfully pass  pre-employment assessments. 
  • You are physically located within one-hour of one of our office locations.
  • Being bilingual is a plus and eligible for a pay increase.
  • Prior utility and/or SAP experience is preferred.

Benefits/what's in it for you?

  • Competitive base salary
  • Fantastic opportunities for career growth
  • Cooperative, supportive and empowered team atmosphere
  • Annual bonus and salary increase opportunities
  • Monthly recognition events
  • Endless wellness initiatives and community events
  • Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE
  • Paid time off, holidays and a separate bank of sick time

Chesapeake Utilities Corporation is an equal opportunity employer

Read the full posting.

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