Customer Service Representative

About Us South Jersey Gas is a natural gas utility company that delivers safe, reliable, affordable clean energy to over 400,000 residential, commercial, and industrial customers in Atlantic, Cape May, Cumberland, Salem, and portions of Gloucester, Burlington, and Camden counties in New Jersey. At our core, we are dedicated to being a committed community partner, providing exceptional customer service and developing innovative clean energy solutions to meet the needs of the future. At South Jersey Gas, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights. Position Summary A career in Customer Service will provide the opportunity to support customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws. Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, customer financial assistance programs, service requests (usually related to gas turn-ons), suggestions, complaints, customer verification, as well as social media interactions. This includes ensuring accurate information is relayed at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics. Local 76 opening Days & Hours: New hires into this position may be required to work 8 or 10-hour schedules with start times determined at the discretion of the company. Please note our call center hours of operations are 7am- 8pm Monday through Friday. The successful candidate may be required to travel and work in locations other than the Customer Care Center, as determined by the Company. Starting Rate - $20.13 Essential Functions Addresses and responds to all customer inquiries. Utilizes Company Systems to complete transactions needed to maintain and establish customer account and billing records. Provides overall satisfactory customer service experience. Answer all customer inquiries; in person, verbal, and written in accordance with Company and BPU policies. Process To Do types as described in the company’s internal CIS system. Prepare transactions needed to establish and/or update customer account/ billing record, meter and service work order activity, gas leaks, merchandise loans, deposits and budgets. Address and respond to incoming correspondences. Discuss with customers collection activity, payment arrangements, assistance programs, and overdue balances. Process, post, and balance incoming customer payments. Assist in training of other Customer Representatives as directed by Supervision. Perform other customer service and clerical related duties as required by Supervision. Qualifications Required Background High School Diploma Applicants must pass basic skills test Preferred Background Call center experience Prior job experience meeting KPIs Bilingual Industry Experience: Banking, Sales, Mortgage, Utility, Medical Administration, Dispatcher, Military Required Skills Hard Skills Microsoft Office Ability to operate multiple systems at once Critical Thinking skills Soft Skills Ability to deal w/ general public Ability to answer questions and resolve issues quickly De-escalation skills Ability to function in high pressure environment Ability to process and retain a lot of information Exceptional organizational skills Ability to work in team environment Ability to work “in the gray” Preferred Skills/traits Self-sufficient Independent Resourceful Comfortable adhering to a schedule where every minute is accounted for Explore the Possibilities South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day. Benefits Package Overview SJI offers a competitive and comprehensive benefits package to eligible employees. The SJI “Total Rewards” Benefits Package include: Flexible vacation, Paid Time Off, and Sick Leave package Comprehensive Health, Dental, and Vision Insurance Short-term and Long-term Disability Insurance 401(k), with generous company match Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment. Equal Opportunity/Affirmative Action Employer At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship. Compensation Range Start Rate - 20.13 USD We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience. #J-18808-Ljbffr SJI Utilities, Inc.