Description
POSITION PURPOSE
Madison Gas and Electric is seeking an Experienced Customer Service Representative to join our Customer Services division. This position will play a pivotal role in managing customer inquiries, resolving complex issues, and ensuring a high level of customer satisfaction.
This position requires strong leadership skills, extensive customer service experience, and the ability to mentor and support team members.
WORK SCHEDULE
- The schedule for this position is Monday - Friday, 10:30 a.m. - 7:00 p.m.
- Training for the position will be 100% on-site for the first eight to ten weeks. After training, employees will be able to work a hybrid schedule (three days on-site, up to two days working remotely).
- Starting pay for this position is $29.45/hour.
DUTIES AND RESPONSIBILITIES
- Emergency Response: Have a deep understanding of the company's emergency response protocols in keeping our customers safe, including procedures for reporting emergencies, dispatching field crews, and coordinating with relevant authorities.
- Customer Assistance: Act as the primary point of contact for escalated customer inquiries and complaints, demonstrating advanced problem-solving skills and a commitment to resolving issues promptly and effectively.
- Billing and Account Management: Assist customers with billing inquiries, process payments, and update account information as needed.
- Service Activation and Termination: Guide customers through starting or discontinuing utility services, including verifying service availability, scheduling appointments for activations or disconnections, and processing service orders.
- Product and Service Knowledge: Serve as a subject matter expert on company products, services, policies, and procedures, providing guidance and support to both customers and team members.
QUALIFICATIONS
Education and Experience
- High school diploma or equivalent required; college degree in business, communications or related field preferred.
- Minimum of five years of experience in customer service, preferably in a call center required at the experienced level.
- Proven track record of successfully managing customer escalations and resolving complex issues to the satisfaction of the customer.
Knowledge and Skills
- Ability to multitask and work efficiently in a fast-paced environment, while maintaining attention to safety, detail, and accuracy.
- Ability to recognize and appropriately deal with safety issues or concerns while assisting customers.
- Demonstrated professionalism and behavior that is conducive to excellent working relationships with external customers and internal customers at all levels across the organization.
- Strong communication skills, both verbal and written, with a professional and courteous demeanor.
- Excellent problem-solving skills, with the ability to analyze situations, identify issues, and propose effective solutions.
- Proficiency in using computer systems, including customer service software, email, and Microsoft Office applications.
- Flexibility to work shifts, including evenings, weekends, and holidays, as needed to meet customer service demands.
- Commitment to providing exceptional service and creating positive customer experiences.
- Ability to adapt to changing priorities and work effectively as part of a dynamic team in a call center environment.
Contact
Madison Gas and Electric
Wisconsin United States
www.mge.com
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