Client Relations Specialist

2 weeks ago

Davenport, Iowa, United States MidAmerican Energy Full time

Position Title:
Customer Experience Agent (Customer Service) - On-Site Position

Location:
Davenport, IA,

Job Overview:

Step into a dynamic and innovative work environment as an on-site Customer Experience Agent. This role at MidAmerican Energy Company offers a unique opportunity to engage with the evolving energy and natural gas sector while working both independently and collaboratively.

As a Customer Experience Agent, you will deliver a comprehensive array of solutions and services to our residential clientele within a cooperative workspace.

Your responsibilities will include utilizing established policies, procedures, systems, and programs to process various service and emergency requests, address billing inquiries, and manage sensitive customer concerns. The training provided will equip you to meet customer needs effectively, conduct research, and follow up on customer accounts. Additional duties may be assigned as necessary.

Key Responsibilities:

Training/Staffing Hours:
Initial training for this position occurs Monday through Friday, 8:30 a.m. to 5:00 p.m. for the first 10 weeks. Post-training, employees will work an assigned schedule.

Shifts will have varied start times within the following timeframes:
Monday-Friday 7:00 a.m.-7:00 p.m. and Saturday 7:00 a.m.-5:00 p.m. Working hours, including breaks and lunch, will be assigned based on operational needs. At MidAmerican, we take pride in delivering thorough and detailed job training. Training is structured in phases, allowing you to learn, apply, and collaborate with colleagues. Employees will have an assigned schedule that often includes weekend shifts. This position may require occasional mandatory overtime and participation in an on-call rotation to meet customer demands. Holiday schedules will be determined based on seniority. It is essential to understand that as a utility providing essential services, our customers rely on us. Our customer experience center operates 24/7, making attendance critical. During storm events, extended hours may be required.

Incentives:

  • Competitive compensation
  • Comprehensive benefits package
  • Advanced training facilities
  • Retirement savings plan (401k)
  • Continuous career development opportunities
  • Educational reimbursement

Qualifications:
A completed high school diploma, GED, or equivalent is mandatory. MidAmerican Energy Company conducts a pre-employment background check and drug screening to verify qualifications. This is a drug-free workplace, and employees are subject to random drug tests. A minimum of 12 months of experience in customer service or a related service industry is required, demonstrating strong customer service skills. Proficient keyboarding skills are necessary, along with basic knowledge of Microsoft Outlook. Effective oral, listening, and written communication skills are essential, as well as strong interpersonal abilities.

Analytical skills are crucial for managing escalated customer situations, recognizing patterns in data, and making informed recommendations for action.

The ability to remain seated for extended periods is required, along with flexibility for 1st and 2nd shifts, including weekends and holidays in a 24/7 environment. Strong problem-solving and decision-making skills are essential, as is a high degree of accuracy, attention to detail, and follow-through. Candidates must be able to prioritize and manage multiple tasks and projects simultaneously. Please submit a resume with your application. Employees must be capable of performing the essential functions of the position, with or without accommodation. We celebrate diversity, equity, and inclusion and are proud to be an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status, or any other category protected by applicable local, state, or federal law.



About Us:

MidAmerican Energy Company, a Midwest utility, provides regulated electric and natural gas service to millions of customers across multiple states.

The company operates a diverse portfolio of power-generating assets, with a significant portion derived from renewable energy sources.

About the Team:
At MidAmerican Energy Company, we embrace diversity, equity, and inclusion. We are committed to being an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status, or any other category protected by applicable local, state, or federal law.

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