Customer Service Representative

4 days ago

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

We are seeking a highly skilled and customer-focused Customer Associate to join our team at NorthWestern Energy. As a Customer Associate, you will be the primary point of contact for customers, 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 in a timely manner
  • Balance cash drawers daily and make bank deposits
  • Input and complete service orders
  • Meet or exceed performance standards, 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 the credit program 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, with 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.

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