CUSTOMER SERVICE REPRESENTATIVE - PRESQUE ISLE

VERSANT POWER•Presque Isle, ME

16h

About The Position

Versant Power is seeking Customer Service Representatives who share our commitment to serving customers. As part of our team, reporting to a Customer Contact Center Supervisor, you will be an integral part of delivering a safe, professional, quality-oriented customer experience. Customer Service Representatives are the first point of contact for our customers and strive to complete requests and resolve issues professionally and efficiently. Responsibilities include establishing and discontinuing accounts, responding to account inquiries, initiating service orders, investigating billing questions, setting payment arrangements on overdue accounts, and researching complaints and other account inquiries through collaboration with departments throughout the Company.

Requirements

High school degree required, Associate Degree or equivalent preferred.
Prior experience in working with customers or customer relations preferred.
Computer literacy, typing proficiency and speed, with the ability to learn customer service software applications.
Professional verbal and written communication skills.
Proficient in letter writing and use of spreadsheets.
Position requires multi-tasking as well as excellent judgment.
Maintain strict confidentiality of customer and Company information.

Responsibilities

Performs duties with the utmost regard for personal, employee, workplace, and customer safety.
Greets callers professionally and warmly as the primary point of contact for customers.
Responds to or facilitates customer inquiries and requests.
Manages calls to provide exceptional and efficient service with the goal of first call resolution.
Performs research efficiently in various platforms and collaboratively with other departments to address issues and resolve problems.
Follows-up on customer inquiries not immediately resolved.
Creates service orders as needed for execution of service work.
Addresses credit issues through establishment of payment plans and addresses questions concerning service disconnection.
Recognizes, documents, and escalate customer issues as appropriate to Leads and/or Supervisors.
Processes outage reports both during the normal course of business and during emergency storm events.
Provides periodic weekend shift coverage.
Execution of project work as assigned which may include, but is not limited to, creation of credit logs, customer rate analysis, outbound calling, managing emergency calls, and dispatching meter work.
Recommends customer service and internal process improvements.
Transfer customer calls to appropriate staff throughout the company.
Perform miscellaneous office duties, such as, but not limited to, filing, typing and processing mail.
Works in accordance with the documented environmental procedures, instructions, and specific responsibilities as defined in individual procedures and instructions. Reports problems or deviations associated with environmental issues and the Environmental Management System (EMS) to the Environmental Department.
Abides by company’s policies and procedures including Code of Conduct and Safety.
Other related duties as assigned including designated duties associated with System Restoration.