Customer Care Representative (NC1027) - Hawaii Island

hawaiianel•Hilo, HI

1d•Onsite

About The Position

Hawaiian Electric Company is seeking a Customer Care Representative for its P CH CUSTOMER CONTACT CENTER Department within the P CUSTOMER RELATIONS Division. This role is a Bargaining Unit vacancy. The company values its people, who share a vision of meeting the needs of employees, customers, and communities, and are committed to foundational values including integrity, excellence, teamwork, environmental stewardship, and community commitment. The company invests in its employees by providing opportunities for challenge and advancement and offering a competitive compensation package. The Customer Care Representative will provide support to customers by servicing various inquiries through multiple channels such as phone, fax, US Mail, face-to-face, online, and self-service channels. This includes handling general service requirements, billing inquiries, payments, deposits, and other related customer service matters for various products and services. The representative will analyze accounts to make decisions and complete transactions to 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. (to be determined by company administered test).
Must have at least 3 years of customer-facing customer service experience (regular customer interaction in person, via phone and/or in writing).
Must have demonstrated ability to communicate effectively verbally through customer handling job sample experience (to be determined by Company administered performance test or interview).

Responsibilities

Handle incoming customer inquiries, initiates proactive calls, and services customers in person relating to various service issues, payment requirements; arrangements, account information, credit requirements, service starts/stops/moves, and other customer inquiries with professionalism, courtesy, and efficiency.
Understands and applies the service standards to all interactions with internal and external customers alike.
Demonstrates sensitivity to customer concerns and complaints; analyzes customer needs by using a problem-solving approach and shows commitment through application of active listening skills.
Responds appropriately to others such as being willing to help others and establishing rapport with co-workers and customers; modifies behaviors to environment and shows understanding/empathy for others.
Advises and provides customers with clear, accurate and thorough information about the complete range of products and services that the company provides and is able to recommend services that may benefit the customer’s energy needs.
Takes accountability for and resolves customer service requests, inquiries and issues in a timely manner and to satisfaction.
Communicates with other Departments/Divisions to ensure customer requests are resolved timely to satisfaction.
Works proficiently with the Customer Information System and other information systems as required; and is able to update necessary information thoroughly and accurately within the account profiles.
Processes and prepares various customer service forms, correspondence and reports as required.
Written and verbal communication is polite, clear, effective and completed in a timely manner.
Maintains accurate records and files.
Initiates field investigations, if necessary, to calculate and render correct billings.
Supplies billing information as requested.
Completes work and projects assigned in a thorough and timely manner with strong accuracy and attention to detail.
Understands and follows direction from supervisor and lead.
Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
Communicates clearly and respectfully with callers at all times, relating information when necessary to insure the caller’s understanding.
Identifies and reports unsafe conditions and take corrective action.
Substitutes periodically for Lead Customer Assistance Representative when absent.
May be assigned to perform other duties dependent upon department and/or division workload requirements.
Assume an emergency management role, as assigned, and perform specific assignments or functions, as needed, in an event of an emergency, not to include routine trouble calls/callouts.
Performs similar and incidental duties as required.