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Customer Service Representative

2 months ago

Yankton, South Dakota, United States NorthWestern Energy Full time

Position Overview:
The Customer Associate role involves engaging directly with clients and addressing a wide range of customer inquiries and needs.

Customer Associates are responsible for considering available resources, limitations, and organizational principles as they strive to meet customer expectations and resolve issues effectively.

This position requires collaboration with other NorthWestern Energy staff to gather pertinent information and take appropriate actions.

Benefits Offered:
NorthWestern Energy is a fully regulated electric and natural gas utility operating in multiple states. We are proud to employ a dedicated workforce and serve a large customer base in our communities.


We provide a comprehensive benefits package, including: 401K with company matching, healthcare options for employees and their families, Health Savings Accounts (HSA), and Employee Assistance Programs (EAP) offering counseling services. Additional benefits include life insurance, tuition reimbursement, competitive pay with performance-based increases, paid volunteer opportunities, parental leave, bereavement leave, and paid time off starting from the first day of employment, along with 11 paid holidays. Benefits may vary based on position or collective bargaining agreements.


Key Responsibilities:

- Process customer payments and ensure same-day posting
- Balance cash drawer daily and manage bank deposits
- Input and complete service orders
- Meet or exceed performance metrics set by NorthWestern Energy, including workstation time and customer interaction duration
- Explain rate adjustments and billing calculations as needed
- Administer credit programs within defined limits
- Listen and respond to customer inquiries while accurately entering data into the system
- Compose memos, emails, and other correspondence in a timely and precise manner
- Handle emergency situations with professionalism and adherence to established policies
- Perform calculations related to customer payments and account activities
- Assist customers in accordance with established guidelines
- Address customer complaints or inquiries positively and professionally
- Collaborate effectively within a team environment
- Adhere to all scheduled shifts, including occasional weekend, evening, or holiday call-outs for emergencies.
- Maintain confidentiality of customer and sensitive information
- Ensure accurate entry of payroll for bi-weekly processing
- Support new construction processes through administrative functions and payment processing
- Assist customers with local permitting and construction standards
- Respond to internal requests and collaborate across departments to uphold processes and procedures
- Analyze and prioritize workload to meet customer and business needs promptly.
- All employees are expected to comply with company safety standards and the Code of Business Conduct & Ethics.


Qualifications:

- High School diploma or equivalent
- Successful completion of training programs
- Proven safety record
- Proficiency in Microsoft Office and other relevant software
- Excellent attendance record
- Valid driver's license with a satisfactory driving history.

NorthWestern Energy is an equal opportunity employer, and all qualified applicants will be considered for employment without regard to any protected class.