Customer Service Representative (Open to multiple locations Montana)

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska. They are seeking a Customer Service Representative who will assist customers with emergency and non-emergency requests through various channels, while maintaining a focus on building lasting relationships and delivering exceptional customer service.ResponsibilitiesAssist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and emailCover a 24x7 schedule rotation that includes core hours, nights, weekends, holidays, and availability for emergency call outsEnsure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectivesProvide customer account information and technical customer supportAssist customers with credit program information, customer aide and energy efficiency programsUnderstand and explain rate information and bill calculationMeet or exceed Contact Center metricsDocument all customer interactionsAdhere to all company policies and procedures including customer confidentialityDemonstrate and maintain a good safety recordSkillsA genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependabilityA work from home CSR must have Spectrum internet service capability to their home office locationA CSR's at home office must be in a private location and free from distractionsA CSR is required to be able to report to a local service location within 45 minutes should they become unable to perform their duties remotelyAll NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & EthicsEnsure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectivesAn authentic interest in delivering customers a solution based customer experienceThe ability to utilize active listening, written, verbal and interpersonal skills to engage with customers to confirm, clarify and diffuse escalated situationsEffectively respond to customer requests that result in customers feeling supported and valuedProvide customer account information and technical customer supportAssist customers with credit program information, customer aide and energy efficiency programsUnderstand and explain rate information and bill calculationAn objective to meet or exceed Contact Center metricsAdept at documentation of all customer interactionsAdhering to all company policies and procedures including customer confidentialityDemonstrate and maintain a good safety recordHigh School diploma or equivalentAbility to maintain composure in a fast paced environmentGood time management and organizational skillsStrong computer literacy including Microsoft Office Suite and other applicationsProficient typing skillsRemote CSRs who do not meet the required performance standards may be asked to work at an on-site locationBenefits401K 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 heath)Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)Tuition reimbursementCompetitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)Paid company endorsed volunteer opportunitiesPaid parental leavePaid bereavement leavePaid training opportunitiesPaid time off starting on your first day, plus 11 paid holidaysCompany OverviewFor more than 100 years, NorthWestern Energy continues to deliver the energy and exceptional service that their customers and communities It was founded in 1923, and is headquartered in Sioux Falls, South Dakota, USA, with a workforce of 1001-5000 employees. Its website is http://northwesternenergy.com.



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