Customer Service Representative

2 weeks ago

Bozeman, Montana, United States Northwestern Energy Full time
Job Overview

The Customer Associate position offers both Full-Time and Part-Time opportunities.

Location: Bozeman, MT

Compensation: Starting hourly wages between $20.00 and $25.00, depending on experience.

Employment Type: Regular Full-Time or Regular Part-Time (20 hours per week, typically 10 AM to 3 PM, Monday through Friday).

Position Summary:

The Customer Associate (CA) plays a vital role in delivering exceptional service to customers by addressing a wide range of inquiries and needs. CAs serve as the primary point of contact, ensuring customer satisfaction through effective communication and problem resolution regarding billing, service interruptions, account management, and general utility services.

Benefits:

NorthWestern Energy is a regulated electric and natural gas utility, employing over 1,500 individuals and serving 775,300 customers across Montana, South Dakota, and Nebraska. We pride ourselves on being a top employer, offering a comprehensive benefits package, including:

  • 401K plan with company matching up to 4% and non-elective contributions up to 7%
  • Healthcare and wellness programs, including dental and vision coverage for employees and their families, Health Savings Account (HSA), and flexible spending accounts (FSA)
  • Employee Assistance Programs providing up to six free counseling sessions per person, per issue, per year
  • Life Insurance with basic coverage provided by the company; additional coverage available for spouses and dependents
  • Tuition reimbursement opportunities
  • Competitive salary with scheduled performance-based increases and annual incentives
  • Paid volunteer opportunities endorsed by the company
  • Paid parental and bereavement leave
  • Paid training sessions
  • Paid time off starting from the first day of employment, plus 11 paid holidays

Note: Benefits may vary based on position or collective bargaining agreements.

Key Responsibilities:

  • Process customer payments and ensure same-day posting
  • Maintain daily cash drawer balance and perform bank deposits
  • Manage service order input and completion
  • Meet or exceed performance metrics set by NorthWestern Energy, including workstation engagement and customer interaction time
  • Adhere to quality assurance standards, including call monitoring
  • Collaborate with colleagues to obtain relevant information and take necessary actions
  • Explain rate changes and billing calculations as needed
  • Administer credit programs within established guidelines
  • Listen and respond effectively to customer inquiries while entering data accurately
  • Draft memos, emails, and other correspondence in a timely and precise manner
  • Handle emergency situations professionally, following established policies
  • Perform calculations for customer payments and account activities
  • Assist customers in accordance with established policies and procedures
  • Respond positively to customer complaints or inquiries
  • Work collaboratively within a team environment
  • Fulfill all scheduled shifts, with occasional weekend, evening, or holiday availability 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 accurately
  • Support new construction processes through administrative functions and service order creation
  • Assist customers with local permitting and construction standards
  • Respond to internal requests and collaborate across business units to uphold processes
  • Prioritize workload effectively to meet customer and business needs
  • Adhere to company safety standards and the Code of Business Conduct & Ethics
  • Ensure actions align with NorthWestern Energy's values and strategic objectives

Qualifications:

  • High School diploma or equivalent
  • Successful completion of training programs
  • Demonstrated commitment to safety
  • Proficiency in Microsoft Office and other relevant software
  • Strong attendance record
  • Valid driver's license with a satisfactory driving history

Requisition Number: 4446

Department: Customer Care

Employment Physical: Not Required

Drug Test: Required

Background Check: Required

Relocation Benefits: None

Telecommuting: Not Available

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.

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