Customer Care Representative (Oahu)

Hawaiian Electric • Honolulu, HI

348d • $29

About The Position

The P CH CUSTOMER CONTACT CENTER Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has up to 7 Bargaining Unit vacancies available. (Role: Non-Exempt) The job function involves providing support to customers by servicing their various inquiries through multiple channels such as phone, fax, US Mail, face-to-face, online and self-service channels, including but not limited to general service requirements, billing inquiries, payments, deposits, and other related customer service matters for various products and services. The role requires analyzing accounts to make decisions and complete transactions that resolve customer inquiries on the first contact.

Requirements

• Must pass the Edison Electric Institute Customer Service Representative Test Battery.
• Ability to type a minimum of 45 w.p.m.
• Must have at least 3 years of customer-facing customer service experience.
• Demonstrated ability to communicate effectively verbally through customer handling job sample experience.

Responsibilities

• Handle incoming customer inquiries and service customers in person relating to various service issues, payment requirements, account information, and other customer inquiries.
• Understand and apply the service standards to all interactions with internal and external customers.
• Demonstrate sensitivity to customer concerns and complaints; analyze customer needs using a problem-solving approach.
• Advise and provide customers with clear, accurate, and thorough information about the complete range of products and services.
• Take accountability for and resolve customer service requests, inquiries, and issues in a timely manner.
• Communicate with other Departments/Divisions to ensure customer requests are resolved timely.
• Work proficiently with the Customer Information System and update necessary information accurately.
• Process and prepare various customer service forms, correspondence, and reports as required.
• Maintain accurate records and files.
• Initiate field investigations, if necessary, to calculate and render correct billings.
• Promote good customer relations by consistently providing premier customer satisfaction.
• Identify and report unsafe conditions and take corrective action.
• Substitute for Lead Customer Assistance Representative when absent.
• Assume an emergency management role as assigned.

Benefits

• Competitive compensation package
• Opportunities for challenge and advancement

What This Job Offers

• Job Type: Full-time
• Industry: Utilities