Customer Experience Rep

1 week ago


Concord, United States Unitil Service Corporation Full time

**Customer Experience Rep (Full and Part Time Positions)**
- _Potential for hybrid work after training requirement_

**Our Company**

More than a utility company, Unitil provides energy for life.

Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.

**Take advantage of a comprehensive benefits package.**

Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.
- Note: Benefit offerings may differ between union and non-union employee groups.

**Position Purpose**:
**Principal Accountabilities**:
70% - Respond and communicate promptly to customer inquiries through various communication channels
- Acknowledge and resolve customer complaints
- Process all customer requests in accordance with all policy and procedures
- Communicate and coordinate with peers and supervisors as necessary
- Provide feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support
- Follow call calibration guideline expectations to ensure customer satisfaction and one call resolution.
- Maintain a positive, empathetic and professional attitude toward customers at all times.

20% - Effectively 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 experience.
- Recommend proactive solutions that could enhance the customer experience, such as communication preferences, Uni-pay, web account set up, and self-service ways to pay.

As Needed - Respond to unforeseen situations and complete assignments and special projects as assigned by supervisor or manager.

**Qualifications**:

- High School diploma, general education degree or equivalent experience.
- 1 year experience in providing telephone customer service in a call center environment.
- Possess advanced keyboarding and PC skills in a Windows environment.
- Advanced web communication skills.
- Ability to work in a changing environment.
- Strong written and oral communication skills.
- Demonstrated reliability and flexibility.
- Must accept alternate shift coverage on a rotation basis and as required.
- Ability to multi-task, navigate and communicate effectively over VOIP and other communication channels
- High degree of self-awareness and pride in one’s work
- Ability to stay calm when customers are stressed or upset

**Last updated: 4-24-2024


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