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Contact Center Representative

3 months ago

Martinsville, United States SCI REMC Full time
Job DescriptionJob DescriptionSalary: 25.90


South Central Indiana REMC (SCI REMC) is a not-for-profit electric and fiber distribution, member-owned cooperative.  The cooperative is a leader in distribution technology and is headquartered in a new and progressive facility in Martinsville, Indiana.  SCI REMC serves seven counties including Morgan, Monroe, Owen, Brown, Johnson, Putnam and Clay with over 3,542 miles of energized lines and serving 29,800 plus members.  SCI REMC’s fiber division serves over 11,000 subscribers with high-speed broadband services.  SCI REMC has an opening in the Contact Center.  Contact Center Representatives connect with members and subscribers to help achieve a high level of consumer satisfaction.   


If you meet the qualifications below, please apply on our website:  www.sciremc.com/careers include a cover letter with salary expectations and a resume.  Completing a PI assessment is a part of the application process. Do not apply on any other website – apply only on the South Central Indiana REMC website. No Phone Calls, please

 

The primary objectives of this position includes:

 

  • Rendering professional service that will promote goodwill between SCI REMC and its electric members and fiber subscribers.

 

  • Being the first line of contact in office, by telephone, chats, email, fax or in-person for all inquiries related to SCI REMC and SCI Fiber by providing positive interactions with customers while delivering information in answering general customer questions, billing questions and customer concerns and providing suitable solutions to satisfy the customer during the initial contact.

 

  • Performing the required work in connection with providing efficient service in the keeping of consumers’ confidential records and accounts, for assurance of accuracy and conformity with approved and accepted procedures and practices.

 

  • Providing assistance to Fiber Operations Team and Fiber Services Lead and filling in as needed to assist subscribers.

 

The successful candidates must have the ability to handle all types of member calls, e-mails, chats, etc.  in a ‘one contact resolution manner’ and in a positive and professional manner.  The successful candidates must have a proven record for handling difficult conversations and resolving issues promptly with at least three years’ experience in internal customer service.  Previous utility distribution experience or ISP/broadband experience is a plus but not required.  Exceptional communication both written and oral is required. Successful candidates must be willing to work alternative work schedules such as 4 - 10 hour days and working into the evening hours.  A more detailed listing of the position specifications follows.


If you are Interested in this great opportunity and meet the qualifications below,

apply confidentially through the SCI REMC website – www.sciremc.com/careers

Resumes received ONLY through the SCI website will be considered.  

  

SCI REMC offers excellent benefits including a pension plan, 401(k) matched savings, healthcare, HSA with a generous employer contribution and much more.  Joining the co-op family will prove to be a welcoming, friendly experience where employees are focused on providing the best service to all members and subscribers.  Join this unique, not-for-profit business that truly values its team players and encourages life-long learning and development.


POSITION SPECIFICATION


EDUCATION:            

A minimum high school diploma, or equivalent is required. Additional education or training to enhance customer service skills will be helpful but is not required.

 

EXPERIENCE:          

Minimum of three (3) years of work experience in a customer services environment is required. Experience working with a consumer-owned or publicly held utility system and/or broadband/fiber internet provider is positive but not required.


QUALIFICATIONS:

·        Must have the ability to communicate effectively verbally and in writing via phone, or with chat, email, fax, etc. and perform within the objectives determined by the department.

  • Must be able to identify members’ needs, clarify information, research and provide solutions and/or alternatives.
  • Must be able to recognize opportunities to promote products and services to create a better experience for the member.

·        Must have the ability to adhere to contact center policies and procedures.·        Must be capable of addressing, in real time, any matter related to member accounts.

  • Must be able to handle various spontaneous and difficult situations as they arise.

·        Must have the ability to learn and effectively utilize proprietary software used in contact centers including Customer Information and Customer Relationship Management Systems.·        Must be able to assist in maintaining a contact center information FAQ.

  • Must have a strong work ethic and a passion for the customer.
  • Must enjoy working in a fast-paced Contact Center team environment
  • With a non-stop positive attitude, must be able to communicate effectively with company’s members.
  • Must have a desire to learn new skills and improve performance level by attending training sessions as required.
  • Must be willing to work alternative shifts as needed, such as 4 x 10 (varying days off) evening shift hours.
  • Must be regular in work attendance.

 

SCI REMC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.