Customer Support Associate

Customer Support Associate

Locations: Anamosa, Ames, Cedar Rapid, Centerville, Decorah, Dubuque, Grinnell, Iowa Falls, Lisbon, Marshalltown, Mason City, Ottumwa, Spirit Lake, Vinton, Washington. Training and work will be remote: Need to be located within commutable distance to Iowa operations locations.

Job Summary: Responsible for customer contact for all areas of the company. Utilizes multi-tasking abilities to listen and speak with customers, while navigating multiple systems to provide an effortless experience. Maintains sound knowledge of processes and procedures in order to assist customers; addressing concerns, resolving problems, and de-escalating in a professional, positive manner. Promote and actively engage customers in current and new products and services available.

Accountabilities

• Acts as a first line of contact to identify and respond to any type of customer inquiry: answering calls and participating in customer outreach.
• Initiates company response to customer emergencies and outage calls. Advises customers on safety protocols and processes information accurately due to the criticality of public safety and timely company response.
• Initiates work orders and actively engages customers for meter readings, service requests, and construction program offerings.
• Performs collection activities, including payment agreements, education on programs for assistance, and processes for delinquent accounts.
• Responds to customer inquiries and complaints and initiate action to resolve them. May be required to adapt standard procedures and processes to resolve customer issues.
• Responsible for general understanding of regulatory rules and regulations to ensure the customer is billed properly. Understands rate tariffs; keeps current on rate changes; communicates with internal and external customers as necessary.
• Mentors less-experienced employees as needed.
• Attend training sessions to improve knowledge of processes and products.
• Maintain confidentiality of information.

Supervision: Performs work under the general supervision of the Customer Support Services Management staff.

Qualifications: The requirements listed below are representative of the experience, knowledge, skills, and/or abilities required to perform this job.

Educational Requirements: High School Diploma Required. Associate Degree Preferred.

Experience: Previous call center experience.

Other Requirements: Demonstrated effective interpersonal, verbal, and written communication skills. Methodical thinker with the ability to make quick decisions. Demonstrated ability to use Microsoft Office Suite programs and Windows-based customer information systems. Ability to multitask; actively listening to and talking to customers while navigating multiple computer systems and making entries. Self-starter with the ability to work under minimal supervision. Demonstrated proficiency in basic math. Ability to successfully complete web-based pre-employment screening assessments. Ability to work effectively in a diverse and inclusive work environment.

Additional Details: Temporary position for up to 5 months. Possibility to transition and become a permanent Alliant Energy employee for high performers. Training hours: 8:00 am 4:30 pm Monday Friday for the first 4 weeks. Training and work will be remote: Need to be located within commutable distance to Iowa operations locations. Candidates must have a private, dedicated workspace that is free from kids, loud pets, and all other distractions, therefore this position is not suited for providing childcare during working hours. Candidates must provide a suitable work environment that enables clear telephone with customers and video conference calls with colleagues. Schedule after training: Within the hours of 7:00 am 7:00 pm Monday Friday.