Customer Service Representative

3 weeks ago

Yankton, South Dakota, United States NorthWestern Energy Full time

Position Overview:
As a Customer Associate, you will be stationed in a dynamic environment where you will engage directly with customers, addressing a variety of inquiries and needs.

Your role will involve understanding resources, constraints, and the core values of our organization as you strive to meet customer expectations and resolve issues effectively.

You will collaborate with fellow NorthWestern Energy team members to gather pertinent information and take appropriate actions.

Benefits Offered:
NorthWestern Energy is a well-established electric and natural gas utility, proudly serving Montana, South Dakota, and Nebraska. With a workforce of 1,500 dedicated individuals, we cater to 775,300 customers within our communities.


We are recognized as a leading employer and provide a comprehensive benefits package, which includes:

  • 401K with company matching up to 4% and additional non-elective contributions up to 7%
  • Healthcare and wellness programs, covering dental and vision for you and your family, along with Health Savings Accounts (HSA) and flexible spending accounts (FSA)
  • Employee Assistance Programs (Offering up to six complimentary counseling sessions per individual, per issue, per year for employees and their families)
  • Life Insurance (Basic employee policy covered by the company; options for spouse and dependent coverage available)
  • Tuition reimbursement
  • Competitive compensation (Scheduled performance-based salary 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 from your first day, plus 11 paid holidays
Benefits may vary based on position or as negotiated in 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
- Meet or exceed performance metrics established by NorthWestern Energy, including workstation engagement and customer interaction time
- Clarify rate changes and billing calculations as needed
- Administer credit programs within defined parameters
- Listen and respond effectively to customer inquiries while managing data entry on a computer
- Compose memos, emails, and other correspondence accurately and promptly
- Handle emergency situations professionally by adhering to established policies and procedures
- Perform calculations related to customer payments and account activities
- Assist customers in accordance with established policies and procedures
- Address customer complaints or inquiries with professionalism and positivity
- Collaborate effectively within a team environment
- Fulfill all scheduled shifts, including 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
- Oversee proper coding and processing of purchase card transactions and accounts payable invoices
- Support new construction processes through administrative SAP functions, payment processing, and service order creation
- Assist customers with local permitting requirements and basic construction standards
- Respond to internal requests and work across business units to uphold processes and procedures
- Analyze and prioritize workload to meet customer and business needs promptly
- Adhere to company safety standards and the Code of Business Conduct & Ethics
- Ensure all actions align with NorthWestern Energy's values, mission, and strategic objectives.


Qualifications:

- High School diploma or equivalent
- Successful completion of training program
- Proven track record of maintaining safety standards
- Proficiency in Microsoft Office Suite and other computer applications
- Excellent attendance record
- Valid driver's license with a satisfactory driving record.

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