Customer Service Representative

3 weeks ago

Yankton, South Dakota, United States Northwestern Energy Full time
Job Overview

Position Title: Customer Service Representative

Location: Yankton, SD

Compensation: Union Scale $19.18 to $29.51 per hour

Employment Type: Regular Full-time

About the Role:

The Customer Service Representative (CSR) plays a vital role in engaging with customers and addressing a wide range of inquiries and requirements. CSRs consider available resources, limitations, and organizational principles while striving to meet customer expectations and resolve issues effectively. Collaboration with fellow NorthWestern Energy team members is essential to gather pertinent information and take appropriate actions.

Benefits Offered:

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska. With a workforce of 1,500 dedicated individuals, we serve 775,300 customers in our communities. We are recognized as a leading employer and provide competitive benefits, including:

  • 401K with company match up to 4% and non-elective contribution up to 7%
  • Comprehensive healthcare and wellness programs, including dental and vision coverage for employees, spouses, and dependents, Health Savings Account (HSA), and flexible spending accounts (FSA)
  • Employee Assistance Programs offering up to six free counseling sessions per person, per issue, per year for employees, spouses, and dependents
  • Life Insurance with basic employee coverage provided by the company; options for spouse and dependent coverage available
  • Tuition reimbursement
  • Competitive compensation with scheduled performance-based wage increases and annual incentive opportunities
  • Paid volunteer opportunities endorsed by the company
  • Paid parental leave
  • Paid bereavement leave
  • Paid training opportunities
  • Paid time off starting on the first day, plus 11 paid holidays

Note: Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

Key Responsibilities:

  • Process customer payments and ensure same-day posting
  • Maintain daily cash drawer balance and make bank deposits
  • Input and complete service orders accurately
  • Meet or exceed performance metrics set by NorthWestern Energy, including workstation time and customer interaction duration
  • Clarify rate changes and billing calculations as needed
  • Administer credit programs within established guidelines
  • Listen and respond effectively to customer needs while entering data on a computer
  • Compose memos, emails, and other correspondence accurately and promptly
  • Respond to emergency situations with professionalism and adherence to established policies
  • Perform calculations for customer payments and account-related activities
  • Assist customers by following established policies and procedures
  • Address customer complaints or inquiries with a positive and professional demeanor
  • Collaborate effectively 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, 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 required data entry
  • Respond to internal requests and collaborate across business units to uphold processes and procedures
  • Analyze and prioritize workload to meet customer and business needs in a timely manner
  • Adhere to company safety standards and the Code of Business Conduct & Ethics
  • Ensure actions align with NorthWestern Energy's values, mission, and strategic objectives

Qualifications:

  • High School diploma or equivalent
  • Successful completion of training program
  • Demonstrated ability to maintain a good safety record
  • Proficiency in Microsoft Office suite and other computer applications
  • Excellent attendance record
  • Valid driver's license with a satisfactory driving record

Requisition Number: 4507

Department: Customer Care

Employment Physical: Not Required

Drug Test: Required

Background Check: Required

Relocation Benefit: None

Telecommuting: None

NorthWestern Energy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information, or any other protected class in accordance with applicable federal or state laws and statutes. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department.

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