Customer Service Representative

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota, and Nebraska, and they are seeking a Customer Service Representative. The role involves assisting customers with various emergency and non-emergency requests through multiple channels while maintaining a focus on providing excellent customer service.

Responsibilities:

• Assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email
• 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
• Maintain composure in a fast-paced environment
• Maintain regular, reliable, and punctual attendance

Requirements:

• A genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependability
• A remote based CSR must have and maintain Spectrum internet service capability to their remote office location
• A remote based CSR's office location 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
• The ability to maintain regular, reliable, and punctual attendance is an essential function of this position, consistent with applicable laws and reasonable accommodation requirements