Customer Service Representative (Montana)

Northwestern Energy • Montana, MT

17h • $21 - $26 • Hybrid

About The Position

At NorthWestern Energy, Customer Service Representatives (CSR's) are a customer's first point of contact. As a CSR, you will have the opportunity to assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email. The Customer Service Representative Team covers a 24x7 schedule rotation that includes core hours, nights, weekends, holidays, and availability for emergency call outs. Hours worked outside of defined core business hours do qualify for premium pay opportunities.

Requirements

• A genuine desire to build lasting relationships with customers, peers and leadership based on trust and dependability.
• A remote based CSR must have and maintain Spectrum internet service capability to their remote office location.
• A remote based CSR's office location must be in a private location and free from distractions.
• A CSR is required to be able to report to a local service location within 45 minutes should they become unable to perform their duties remotely.
• All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics.
• Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives.
• An authentic interest in delivering customers a solution-based customer experience.
• The ability to utilize active listening, written, verbal and interpersonal skills to engage with customers to confirm, clarify and diffuse escalated situations.
• Effectively respond to customer requests that result in customers feeling supported and valued.
• High School diploma or equivalent.
• Ability to maintain composure in a fast-paced environment.
• Good time management and organizational skills.
• Strong computer literacy including Microsoft Office Suite and other applications.
• Proficient typing skills.
• The ability to maintain regular, reliable, and punctual attendance is an essential function of this position, consistent with applicable laws and reasonable accommodation requirements.

Nice To Haves

• Remote CSRs who do not meet the required performance standards may be asked to work at an on-site location.

Responsibilities

• Assist customers in responding to a variety of emergency and non-emergency requests, utilizing multiple channels such as phone, web, mail and email.
• Provide customer account information and technical customer support.
• Assist customers with credit program information, customer aide and energy efficiency programs.
• Understand and explain rate information and bill calculation.
• Meet or exceed Contact Center metrics.
• Document all customer interactions.
• Adhere to all company policies and procedures including customer confidentiality.
• Maintain a good safety record.

Benefits

• 401K with company match up to 4% and non-elective contribution up to 7%
• Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
• Employee Assistance Programs (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents to include financial heath)
• Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
• Tuition reimbursement
• Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)
• Paid company endorsed volunteer opportunities
• Paid parental leave
• Paid bereavement leave
• Paid training opportunities
• Paid time off starting on your first day, plus 11 paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED