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.

Special Equipment Required: 2 monitors with display port, cables & wired headset

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

These accountabilities are not intended as a complete list of specific duties and responsibilities and do not limit or modify the right of any supervisor to assign, direct, and control the work of employees assigned to this job.

Primary 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

Education Level Field of Study Required/Preferred

High School Diploma Required

Associate Degree Preferred

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.

o 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.

o 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.