Customer Service Representative

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. The Customer Service Representative will be the first point of contact for customers, assisting with a variety of requests and ensuring a positive customer experience.

Responsibilities

• Assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email
• Cover a 24x7 schedule rotation that includes core hours, nights, weekends, holidays, and availability for emergency call outs
• Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
• Deliver customers a solution based customer experience
• Utilize active listening, written, verbal and interpersonal skills to engage with customers to confirm, clarify and diffuse escalated situations
• Effectively respond to customer requests that result in customers feeling supported and valued
• Provide customer account information and technical customer support
• Assist customers with credit program information, customer aide and energy efficiency programs
• Understand and explain rate information and bill calculation
• Meet or exceed Contact Center metrics
• Document all customer interactions
• Adhere to all company policies and procedures including customer confidentiality
• Demonstrate and maintain a good safety record

Skills

• A genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependability
• A work from home CSR must have Spectrum internet service capability to their home office location
• A CSR's at home office must be in a private location and free from distractions
• A CSR is required to be able to report to a local service location within 45 minutes should they become unable to perform their duties remotely
• All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
• Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
• An authentic interest in delivering customers a solution based customer experience
• The ability to utilize active listening, written, verbal and interpersonal skills to engage with customers to confirm, clarify and diffuse escalated situations
• Effectively respond to customer requests that result in customers feeling supported and valued
• Including but not limited to the following: Provide customer account information and technical customer support
• Assist customers with credit program information, customer aide and energy efficiency programs
• Understand and explain rate information and bill calculation
• An objective to meet or exceed Contact Center metrics
• Adept at documentation of all customer interactions
• Adhering to all company policies and procedures including customer confidentiality
• Demonstrate and maintain a good safety record
• High School diploma or equivalent
• Ability to maintain composure in a fast paced environment
• Good time management and organizational skills
• Strong computer literacy including Microsoft Office Suite and other applications
• Proficient typing skills
• Remote CSRs who do not meet the required performance standards may be asked to work at an on-site location

Benefits

• 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 heath)
• 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

Company Overview