Senior Customer Relations Administrator

1 month ago

Loudon, United States Unitil Service Corporation Full time

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

To provide full support to the Customer Relations and Credit departments by completing a variety of tasks in order to provide prompt service to our customers. Must be able to work independently and make tough decisions with little or no supervision.  Must have the ability to handle multiple tasks simultaneously and the analytical ability to research problems. Must directly support the activities of others within the Customer Relations Administrator position including training, process support and answering unique customer related issues.  


Principal Accountabilities

Time %

End Results

65%

  • Manage and oversee the entire water heater, conversion burner, and EasyCare programs, including but not limited to, water heater/conversion burner repairs, pickups, replacements, new installations, and buyouts.  
  • Responsible for timely communication with the respective parties including the contracted plumber to ensure that our customers are receiving prompt and courteous service.     
  • Maintain all of the contracts and implement a tracking system to ensure that we receive all contracts and all necessary paperwork for buyout options.  
  • Responsible for providing directions to other stakeholders regarding financial decisions on behalf of Unitil’s rental programs.  
  • Provide tracking and reporting data to the C&C Supervisor regarding the results of the rental programs.
  • Responsible for analyzing reports and performing the appropriate actions to ensure program is running efficiently.
  • Manage miscellaneous application delinquency collection process.  
  • Collaborate with the Supervisor for process improvements. 

20%

  • Consistently provide prompt, courteous and professional service to all internal and external stakeholders and customers so a pleasant call experience and a one-call resolution are established.  
  • Frequently collaborate with internal and external stakeholders to provide optimal customer experience and improve stakeholder relations. 
  • Ensure that all information provided to internal and external stakeholders and customers is accurate and complete.
  • Utilize collection techniques when communicating with customers in a delinquent situation, so the maximum delinquent amounts are collected. 
  • Ensure all communication with customers is delivered professionally, and all customers are treated with respect.
  • Ability to analyze customer accounts and diffuse potential customer escalations.

15%

  • Complete special projects as assigned by Supervisors or Manager. 
  • Must be flexible in order to provide support during high call volume periods and to also provide support during outages.  
  • Perform administrative tasks as assigned which may require more in office frequency.


Qualifications

  • High School Diploma required.  Associates degree or equivalent work experience. 
  • 5 years experience in providing telephone customer service in a call center environment. 
  • Possess solid keyboarding and PC skills in a Windows environment. 
  • Ability to work in a changing environment.  
  • Demonstrated reliability and flexibility.
  • Have a high energy level and the ability to handle multiple tasks quickly, a pleasant telephone voice, ability to respond to all inquiries in a professional, respectful manner and the patience and ability to deal with irate customers.  
  • Possess and demonstrate the ability to solve problems.


Unitil is an Affirmative Action/Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Last Updated: 11/22/24

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