Customer Support Associate

Citizens Energy Group • Indianapolis, IN

7d

About The Position

The Customer Support Associate handles customer inquiries received through chat, phone, social media, correspondence, web, and email. Inquiries may involve bill reviews, budget enrollments, deposit calculations, account updates, historical consumption information, letters of credit, refunds, energy assistance qualifications, payment arrangements, claims, payment-posting research, and customer complaints. The associate gathers, interprets, and processes information to complete service orders and respond to inquiries using the Customer Information System (CIS) and other software. Service orders include move-ins, move-outs, bill-paid turn-ons, change and test requests, and other customer service orders. Associates may also perform company operator, clerical, or back-office duties as needed and must follow prescribed customer-contact and departmental standards.

Full-time and part-time opportunities are available. Part-time training may be 40 hours per week for approximately four weeks, though this can vary. After training, part-time hours cannot exceed 29 per week; weekly hours are not guaranteed and schedules may vary according to operational needs. Associates receive two weeks’ notice of schedule changes, and shifts range from four to eight hours. The contact center operates from 7 a.m. to 7 p.m. Monday through Friday and 9 a.m. to 1 p.m. Saturday. Associates must be available for a variety of schedules within those operating hours.

The hourly rate is $19.25, with additional hourly pay eligibility for bilingual associates. The position also includes a Short Term Incentive Pay (STIP) Plan. Benefits differ by employment schedule.

Requirements

• Graduation from high school or equivalent.
• Proficiency in operating a personal computer.
• Proficiency in Microsoft Office applications.
• Excellent data-entry skills.
• Excellent written and verbal communication skills.
• Proven customer service experience.
• Availability to cover a variety of schedules within the contact center’s operating hours.

Nice To Haves

• Demonstrated analytical abilities and initiative.
• Problem-solving skills.
• Ability to work in a team environment.
• Ability to communicate effectively with a diverse customer base.
• Ability to complete work assignments with little direction.

Responsibilities

• Manage account inquiries and requests, including budget enrollments, co-applicants, deposits, powers of attorney, account updates, summer sewer charges, late-payment adjustments, and extended due dates.
• Create work orders for requested services, including move-ins, move-outs, bill-paid turn-ons, and other service-order types.
• Identify appropriate payment options, including credit cards, automatic bank deductions, payment arrangements, assistance programs, and payment locations.
• Handle service inquiries regarding backflow, service restorations, water availability, meter relocations, and cold-weather concerns.
• Communicate with other departments, such as billing and dispatch, to request corrections and resolve issues.
• Perform other assigned duties, which may include operator, clerical or back-office work, training assistance, floor walking, and mentoring.
• Gather, interpret, and process information needed to complete service orders and customer inquiries using CIS and other required software.
• Document and seek resolutions for customer complaints, and communicate customer or associate issues to support timely resolution.
• Adhere to prescribed customer-contact and departmental standards.

Benefits

• Short Term Incentive Pay (STIP) Plan.
• Part-time benefits: 401(k), identity theft protection, dependent care flexible spending account, and educational reimbursement benefit of $1,000 per year.
• Full-time benefits: defined benefit pension plan; 401(k) retirement plan with company match; health, dental, and vision coverage; health savings account with company contribution; wellness program; adoption and tuition assistance; employee credit union; paid time off and paid holidays; and identity theft protection.
• Additional hourly pay eligibility for bilingual associates.

What This Job Offers

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