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Customer Service Representative

2 months ago

Bozeman, Montana, United States NorthWestern Energy Full time
About This Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Associate. As a key member of our Customer Care department, you will be responsible for providing exceptional service to our customers, responding to their inquiries, and resolving their issues in a timely and professional manner.

Key Responsibilities
  • Provide top-notch customer service, responding to customer inquiries and resolving issues in a timely and professional manner.
  • Process customer payments and post transactions accurately and efficiently.
  • Balance cash drawers and make bank deposits as required.
  • Input and complete service orders, ensuring accuracy and attention to detail.
  • Meet or exceed performance standards, including time spent at workstation and time engaged with customer interactions.
  • Adhere to quality assurance procedures, including call monitoring and adherence to established policies and procedures.
  • Coordinate with other NorthWestern Energy employees to find relevant information and take necessary action.
  • Explain rate changes and bill calculations to customers 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 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.
About NorthWestern Energy

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska. We employ over 1,500 amazing people and serve 775,300 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:

  • 401K with company match up to 4% and non-elective contribution up to 7%.
  • Healthcare and wellbeing programs, including dental and vision for you, your spouse, and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA).
  • Employee Assistance Programs (offering up to six free counseling sessions, per person, per issue, per year for employees, spouses, and dependents to include financial health).
  • Life Insurance (company pays basic employee policy; spouse, dependent insurance also available).
  • Tuition reimbursement.
  • Competitive pay (scheduled performance-based wage increases and annual incentive opportunities).
  • Paid company-endorsed volunteer opportunities.
  • Paid parental leave.
  • Paid bereavement leave.
  • Paid training opportunities.
  • Paid time off starting on your first day, plus 11 paid holidays.

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