Job Details
Description
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
Chesapeake Utilities Corporation
909 Silver Lake Boulevard
Dover
Delaware United States
www.chpk.com
