Job Details
Customer Service Representative I
In-Office Position within Chesapeake Utilities Service Area of Yulee, Debary or West Palm Beach, FL locations
What makes us great:
At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.
Your role in our success will be
Establishing a working relationship with our customers by communicating via telephone and email. The CSR delivers a service that promotes loyalty to our brand by using the skills required by our quality service strategy. In this role, you will be responsible for complying with all regulatory requirements, , company rules and regulations while delivering an exceptional customer experience.
What you'll be working on
* Holding our Standards of Performance as a priority in all aspects of work and is results oriented.
* Contribute to individual and team performance by accomplishing goals as identified by the business and corporate leaders.
* Take ownership and responsibility while using active listening for each customer interaction. Ensure customer satisfaction and strive for first contact resolution.
* Manage large number of incoming contacts (calls and email) every day. These interactions must be handled with a prompt, professional and friendly attitude and within contact center guidelines.
* Demonstrate a strong interest and ability to learn. Expectations include, but are not limited to, ability to navigate computer programs, multiple screens, various resources on and/or off the phone with mandatory typing which includes detailed, specific and relevant documentation with each transaction.
* Ability to work a defined schedule in a structured environment wearing a headset, having scheduled breaks and lunches.
* Ability to work scheduled extended hours, as well as, mandatory support during emergency situations; such as storm preparation and restoration efforts, etc.
* Properly handling customer transactions such as: meter/service order creation, payment processing, handling and processing on record keeping and billing system.
* Handling customer correspondence and concerns related to high bills, turn-on/off, deposits and ad hoc requests.
* Researching, identifying and solving discrepancies to bring resolution, while preparing adjustments/corrections, and following up to ensure resolution.
* Participation in the Chesapeake Utilities Cares programs and other community grassroots efforts.
* Ability to handle the collection and disconnection processes under company rules and regulations as directed.
* Build sustainable relationships of trust through open and interactive communication, internally and externally to the organization.
* Performing other duties as assigned by your Supervisor within the realm of the business unit job.
Who you are...
* You have excellent written and oral communication skills.
* You meet the criteria to be an authorized driver under Chesapeake's Driver Authorization Policy and Procedures.
* You have strong attention to detail and enjoy solving problems.
* You have good math aptitude, collection techniques and some account knowledge.
* You have experience with MS Office, SAP and call center technologies.
* You have a minimum of two years call center/customer service experience.
* You are able to attend 100% of mandatory 8-week training.
* You are able to adhere to a set schedule to include lunch and breaks.
* You are able to pass pre-employment and random drug screens.
* You are able to successfully pass pre-employment assessments.
* You are physically located within one-hour of one of our office locations.
* Being bilingual is a plus and eligible for a pay increase.
* Prior utility and/or SAP experience is preferred.
Benefits/what's in it for you?
* Competitive base salary
* Fantastic opportunities for career growth
* Cooperative, supportive and empowered team atmosphere
* Annual bonus and salary increase opportunities
* Monthly recognition events
* Endless wellness initiatives and community events
* Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!
* Paid time off, holidays and a separate bank of sick time!
Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email ...@chpk.com.