Madison Gas and Electric Company (MGE) is seeking dedicated and enthusiastic Senior Customer Service Representatives (CSR) to join our Customer Services division. At our core, we're dedicated to being your community energy partner, delivering exceptional customer service and developing innovative clean energy solutions to meet the needs of the future.
At MGE, we believe that our employees are our most valuable asset. Whether you're a seasoned operations technician or an early-career IT professional, our culture, inclusive workforce and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights.
As a Senior CSR at MGE, you can contribute to providing exceptional customer service in the utility space, fostering customer satisfaction and loyalty while supporting the operational goals of the organization.
WORK SCHEDULE
- The schedule for this position is Monday through Friday 10:30 a.m. to 7:00 p.m.
- Training for the position will be 100% on-site for the first 8 to 10 weeks. After training, employees will be able to work a hybrid schedule (three days on-site and up to two days working remotely).
- The starting pay for this position is $30.63 per hour.
- The deadline to apply for this position is Friday, November 8, at 3:00 p.m. CT.
DUTIES AND RESPONSIBILITIES
- Customer Assistance: Provide prompt, professional and empathetic assistance to customers via phone or email addressing their concerns, questions and requests effectively.
- Emergency Response: Have a deep understanding of the company's emergency response protocols, including procedures for reporting emergencies, dispatching field crews and coordinating with relevant authorities.
- 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: Maintain a thorough understanding of the utility services offered by the company, including pricing and any relevant regulations or policies.
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 Senior 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 are 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.
Madison Gas and Electric
Wisconsin United States
www.mge.com
