APPLICANT POOL Customer Care Representative (NC1027) - Oahu

Hawaiian Electric•Honolulu, HI

3d•Hybrid

About The Position

Hawaiian Electric Company is establishing an external applicant pool for qualified candidates who may be considered for a Customer Care Representative vacancy on Oahu. The role supports customers across multiple channels, including phone, fax, U.S. mail, in-person, online, and self-service. It handles general service needs, billing inquiries, payments, deposits, account information, credit requirements, service starts, stops and moves, and related matters. The representative analyzes customer accounts, makes decisions, completes transactions, and aims to resolve inquiries on the first contact. This is a non-exempt position with a Monday–Friday schedule. Work hours vary according to operational needs and may be 6:00 a.m.–2:30 p.m., 7:30 a.m.–4:00 p.m., 8:30 a.m.–5:00 p.m., or 9:30 a.m.–6:00 p.m., with a 30-minute lunch. The position is based in Honolulu on Oahu and follows a hybrid schedule requiring two days in the office. The listed wage is $29.90. The role may include periodically substituting for a Lead Customer Assistance Representative, performing other duties based on department or division workload, and taking on an assigned emergency management role when needed. The emergency assignment does not include routine trouble calls or callouts.

Requirements

Pass the Edison Electric Institute Customer Service Representative Test Battery.
Type at least 45 words per minute, as determined by a company-administered test.
Have at least 3 years of customer-facing customer service experience involving regular interaction in person, by phone, and/or in writing.
Demonstrate effective verbal communication through customer-handling job-sample experience, as determined by a company-administered performance test or interview.

Responsibilities

Handle incoming customer inquiries, initiate proactive calls, and serve customers in person regarding service issues, payment requirements and arrangements, account information, credit requirements, service starts, stops and moves, and other inquiries.
Apply service standards in interactions with internal and external customers.
Address customer concerns and complaints using problem-solving and active listening skills, and demonstrate empathy and rapport.
Explain the company's products and services clearly and accurately, and recommend services that may benefit customers' energy needs.
Take accountability for customer requests, inquiries, and issues and resolve them promptly and to the customer's satisfaction.
Coordinate with other departments and divisions to ensure customer requests are resolved promptly and satisfactorily.
Use the Customer Information System and other required information systems, updating customer account profiles thoroughly and accurately.
Prepare and process customer service forms, correspondence, and reports.
Communicate politely, clearly, effectively, and promptly in writing and verbally; ensure callers understand the information provided.
Maintain accurate records and files.
Initiate field investigations when necessary to calculate and render correct billings.
Provide billing information as requested.
Complete assigned work and projects thoroughly and on time, with accuracy and attention to detail.
Follow direction from the supervisor and lead.
Promote positive customer relations through friendly, helpful, and service-oriented interactions.
Identify and report unsafe conditions and take corrective action.
Periodically substitute for the Lead Customer Assistance Representative when absent.
Perform similar, incidental, or other duties as required by department or division workload.
Assume an assigned emergency management role and perform specific functions as needed during an emergency, excluding routine trouble calls and callouts.