Customer Service Representative

4 days ago

Missoula, Montana, United States NorthWestern Energy Full time
About This Position

We are seeking a dedicated and customer-focused individual to join our team as a Customer Associate. As a key point of contact for customers, you will be responsible for providing exceptional service and resolving inquiries related to billing, service disruptions, account management, construction processes, and general utility services information.

Key Responsibilities
  • Accept customer payments and post them on the same day
  • Balance cash drawers daily and make bank deposits
  • Input and complete service orders
  • Meet or exceed performance standards, as determined by NorthWestern Energy, including time spent at the workstation and time engaged with customer interactions
  • Adhere to quality assurance, including call monitoring
  • Coordinate with other NorthWestern Energy employees to find relevant information and take necessary action
  • Explain rate changes and bill calculations as necessary
  • Administer credit programs within prescribed scope
  • Listen and respond appropriately to customer needs while reviewing and entering data on a computer
  • Type memos, emails, and other correspondence in an accurate and timely manner
  • Respond to emergency situations professionally and accurately by following established policy and procedures
  • Perform calculations to determine customer payments and other account-related activity
  • Assist customers using established policies and procedures
  • Respond professionally and positively to customer complaints or inquiries
  • Work effectively in a team and in close proximity to teammates
  • Perform all regularly scheduled shifts, including occasional weekend, evening, or holiday call-outs in response to emergency situations
  • Maintain confidentiality of customer and other confidential information
  • Ensure proper entry of union payroll for bi-weekly processing
  • Ensure proper coding and processing of purchase card transactions and AP invoices
  • Support the new construction process through administrative SAP functions, payment processing, and service order creation
  • Assist customers with local permitting requirements and basic construction standards
  • Support local operations with SAP notification processing and other data entry as required
  • Respond appropriately to internal requests and work across business units to ensure processes and procedures are being upheld
  • Analyze and prioritize workload to ensure that all customer and business needs are met in a timely and appropriate manner
Requirements
  • High School diploma or equivalent
  • Successful completion of training program
  • Demonstrate and maintain a good safety record
  • Proficiency with the Microsoft Office suite and other computer applications
  • Excellent attendance record
  • Valid driver's license and satisfactory driving record

We offer a competitive benefits package, including 401K with company match, healthcare and wellbeing programs, employee assistance programs, life insurance, tuition reimbursement, paid company-endorsed volunteer opportunities, paid parental leave, paid bereavement leave, paid training opportunities, and paid time off.

We are an equal opportunity employer and welcome applications from all qualified candidates. If you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department at 1-800-245-6977 or at [insert contact email].

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