Customer Service Representative (South Dakota & Nebraska)

Customer Service Representative (South Dakota & Nebraska)

Are you seeking a challenging career that allows you the ability to contribute to a fast-paced, customer-focused environment, a career that will provide opportunities for personal growth?

Work Locations: Remote Opportunities in: Brookings, Sioux Falls, Aberdeen, Yankton or Mitchell SD; Grand Island, Kearney, or North Platte NE. Remote or On-site Opportunities in: Huron SD.

Pay range: Collective bargaining wage scale $19.95 to $30.69 per hour. Employment Status: Regular Full-time.

Do you have a genuine desire to provide good customer service? At NorthWestern Energy, Customer Service Representatives (CSR's) are a customer's first point of contact. As a CSR, you will have the opportunity to assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email.

What you will be a part of: The Customer Service Representative Team covers a 24x7 schedule rotation that includes core hours, nights, weekends, holidays, and availability for emergency call outs. Hours worked outside of defined core business hours do qualify for premium pay opportunities.

Why do people work here: NorthWestern Energy employees are our greatest asset: They work together daily to deliver safe, reliable and innovative energy solutions that create value for customers, communities, employees and investors. NorthWestern Energy's Vision is to enrich lives through a safe sustainable energy future and we strive daily to meet our Service Values of Safety, Excellence, Respect, Value, Integrity, Community and Environment, while maintaining our Code of Business Conduct & Ethics.

We offer great benefits: NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ over 1,600 amazing people and serve over 800,000 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:

• 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 health)
• 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

Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

Here is what it takes:

• A genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependability.
• A work from home CSR must have Midco or 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 reach a designated local service site 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

Requisition #4891