Customer Support Associate

Citizens Energy Group • Indianapolis, IN

8d

About The Position

The Customer Support Associate handles customer inquiries received through chat, phone, social media, correspondence, web, and email. Topics include bill reviews, budget enrollments, deposit calculations, account updates, consumption history, letters of credit, refunds, Energy Assistance Program qualifications, payment arrangements, claims, payment-posting research, and customer complaints. Associates identify and communicate customer or associate issues and seek timely resolutions.

The role gathers, interprets, and processes information needed to complete service orders and inquiries using the Customer Information System (CIS) and other software. Service orders may include move-ins, move-outs, bill-paid turn-ons, change and test requests, and other customer service orders. Associates may also perform operator or clerical/back-office duties as needed and must follow customer-contact and departmental standards.

Full-time and part-time opportunities are available. The contact center operates from 7 a.m. to 7 p.m. Monday through Friday and 9 a.m. to 1 p.m. Saturdays. Associates must be available for a variety of schedules within those hours. Part-time associates may train for approximately four weeks at up to 40 hours per week; after training, hours cannot exceed 29 per week. Part-time schedules may vary, with no guaranteed weekly hours, and schedule changes are communicated with two weeks' notice. Shifts range from four to eight hours. The hourly rate is $19.25, with additional hourly pay eligibility for bilingual associates and a Short Term Incentive Pay (STIP) Plan.

Requirements

• Graduation from high school or equivalent.
• Proficiency operating a personal computer.
• Proficiency with Microsoft Office applications.
• Excellent data-entry skills.
• Excellent written and verbal communication skills.
• Proven customer-service experience.

Nice To Haves

• Demonstrated analytical abilities and initiative.
• Problem-solving skills.
• Ability to work within 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, Power 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 customer payment options, including credit cards, automatic bank deductions, payment arrangements, assistance, and payment locations.
• Handle service inquiries involving backflow, service restorations, water availability, meter relocations, and cold-weather concerns.
• Communicate with other departments, such as billing and dispatch, to resolve or correct issues.
• Perform other duties as needed, including operator and clerical/back-office work, training assistance, floor walking, and mentoring.
• Perform other duties as assigned.

Benefits

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

What This Job Offers

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