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Customer Service Representative

2 months ago

Bozeman, Montana, United States Northwestern Energy Full time
Job Overview

The Customer Associate role is available in both Full Time and Part Time capacities.

Location: Bozeman, MT

Compensation: Starting pay ranges from $20.00 to $25.00 per hour, depending on experience.

Employment Type: Regular Full-time or Regular Part Time (20 hours per week, typically from 10am to 3pm, Monday through Friday).

Position Summary:

The Customer Associate (CA) serves as a vital link between the company and its customers, addressing a wide array of inquiries and needs. CAs are responsible for delivering outstanding service and resolving issues related to billing, service interruptions, account management, and general utility service information. They are committed to understanding customer requirements while considering available resources and organizational values.

Benefits:

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska. We pride ourselves on being a top employer, offering competitive benefits such as:

  • 401K plan with company matching up to 4% and a non-elective contribution of up to 7%
  • Comprehensive healthcare and wellness programs, including dental and vision coverage for employees and their families, Health Savings Account (HSA), and flexible spending accounts (FSA)
  • Employee Assistance Programs providing up to six free counseling sessions per person, per issue, per year
  • Life Insurance with basic coverage provided by the company; additional spouse and dependent coverage available
  • Tuition reimbursement for further education
  • Competitive salary with scheduled performance-based raises and annual incentive opportunities
  • Paid volunteer opportunities endorsed by the company
  • Paid parental leave and bereavement leave
  • Paid training and time off starting from the first day of employment, plus 11 paid holidays

Note: Benefits may vary based on position or collective bargaining agreements.

Key Responsibilities:

  • Process customer payments and ensure same-day posting
  • Maintain daily cash drawer balance and conduct bank deposits
  • Input and complete service orders efficiently
  • Meet or exceed performance metrics set by NorthWestern Energy, including workstation time and customer interaction duration
  • Adhere to quality assurance standards, including call monitoring
  • Collaborate with other employees to gather necessary information and take appropriate actions
  • Explain rate changes and billing calculations as needed
  • Administer credit programs within established guidelines
  • Listen and respond to customer needs while accurately entering data
  • Draft memos, emails, and other correspondence in a timely and precise manner
  • Handle emergency situations with professionalism and adherence to established policies
  • Perform calculations for customer payments and account activities
  • Assist customers by following established policies and procedures
  • Respond positively to customer complaints and inquiries
  • Work collaboratively within a team environment
  • Fulfill all scheduled shifts, with occasional weekend, evening, or holiday call-outs for emergencies
  • Maintain confidentiality of customer and sensitive information
  • Ensure accurate entry of union payroll for bi-weekly processing
  • Process purchase card transactions and accounts payable invoices correctly
  • Support new construction processes through administrative functions and service order creation
  • Assist customers with local permitting and construction standards
  • Respond to internal requests and collaborate across business units to uphold processes
  • Analyze and prioritize workload to meet customer and business needs promptly
  • Comply with company safety standards and the Code of Business Conduct & Ethics
  • Ensure actions align with NorthWestern Energy's values and strategic objectives

Qualifications:

  • High School diploma or equivalent
  • Successful completion of training programs
  • Demonstrated commitment to safety
  • Proficiency in Microsoft Office and other relevant software
  • Excellent attendance record
  • Valid driver's license with a satisfactory driving record