Job Specifications
Are you passionate about providing outstanding Customer Service? We are looking for self-motivated, enthusiastic, and dedicated Customer Service Agent who want to help make a difference at our rapidly growing company. You will work in our call center, providing excellent customer service in an accurate and professional manner. Our call centers serve 1.25 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).
PAY: $15.46 - $23.29 per hour (Determined by the knowledge, skills and abilities of the applicant.)
REPORTING RELATIONSHIP: Customer Contact Center Supervisor
LOCATION: This position can be located in Fayetteville, Arkansas or our corporate headquarters in Rapid City, South Dakota.
- Full-time and part-time opportunities are available upon candidate interest and business needs.
ESSENTIAL JOB FUNCTIONS:
- Respond to customer inquiries and requests for service by researching, analyzing, entering, verifying system data, and taking appropriate action to assure accurate and timely resolution.
- Handle emergency contacts with accuracy and urgency to ensure the safety of our employees and customers.
- Achieve first contact resolution by reviewing accounts and negotiating with customers to meet customer needs and minimize Company risk.
- Complete order entry and order completion of work orders.
- Actively promote the Company's products, programs and services.
- Demonstrate and manage effective time utilization.
- Be a team player.
- Provide superior service resulting in a favorable perception of the Company.
- Develop skills to build partnerships within the Company.
- Develop business acumen.
ADDITIONAL RESPONSIBILITIES:
- Attend ongoing classroom training and web-based learning opportunities to increase customer service skills and industry knowledge.
- Ability to work various shifts within Customer Service hours of operation 7am - 7pm MST (8am - 8pm CST) Monday - Friday. Occasional over-time is required based on business need. Work schedules are selected through a shift option process, with the order of selection based on individual performance. Work from home shift options are available once you have completed training and are meeting performance expectations. The shift selection process typically occurs every six months.
- Ability to speak fluent English is a requirement. Ability to speak Spanish is a plus.
- Other duties as assigned.
QUALIFICATIONS:
- High school diploma or equivalent required.
KNOWLEDGE/SKILLS/ABILITIES:
- General computer knowledge.
- General knowledge of service delivery.
- Ability to navigate a computerized data entry system or other relevant applications.
- Computer efficiency, comfort with web navigation, ability to quickly navigate across multiple computer programs and systems.
- Problem solving and discussion skills.
- Ability to communicate accurately and timely.
- Basic mathematical and calculation skills.
- Ability to perform in a fast-paced, multi-tasking environment.
- Strong interpersonal skills with ability to work in an internal team and virtual team environment that shares common goals and daily expectations.
Black Hills Corporation
625 Ninth St
Rapid City
South Dakota United States
www.blackhillscorp.com
