Contact Center Specialist
Work Location: Open to major office locations in Montana, South Dakota & Nebraska
Pay range: Starting base wage $26.00/hr to $33.50/hr with career advancement up to 40.00/hr
Employment Status: Regular Full-time
Internal candidates apply through iConnect.
About this position:
Contact Center Specialists primary role is to communicate with and support NorthWestern Energy frontline agents with escalated customer interactions and effectively communicate with internal and external customers through a variety of channels; web, fax, mail and email.
We offer great benefits:
NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ over 1,600 amazing people and serve over 800,000 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:
- 401K with company match up to 4% and non-elective contribution up to 7%
- Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
- Employee Assistance Program (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents)
- Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
- Tuition reimbursement
- Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)
- Paid company endorsed volunteer opportunities
- Paid training opportunities
- Paid time off starting on your first day, plus 10 paid holidays
Benefits may vary by position or as negotiated as part of a collective bargaining agreement.
About this job:
- Willing to take initiative and responsibly to resolve customer issues while actively engaging with team members
- Possess excellent customer service, communication and interpersonal skills
- Ability to monitor and meet established performance metrics
- Desire to support front-line employees through solution focused interactions
- Work well both independently and collaboratively within a team environment
- Work across business units to develop and maintain working relationships
- Apply skills and knowledge to support NWEs processes in the 3 state service territory
- Ability to understand and explain rate information and bill calculations
- Administers credit program within prescribed scope
- Perform calculations to determine customer payments and other account related activity
- Listen and respond appropriately to customer needs while reviewing and entering data on a computer
- Effectively work through a variety of customer service channels responding to customer requests and emergency situations, professionally, accurately and in a timely manner
- Perform all scheduled shifts and respond to emergency situations or call outs as requested
- Excellent organizational skills and ability to maintain confidentiality
- All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
- Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives
Am I right for this job? Here's the success profile:
- Demonstrate and maintain a good safety record
- High School diploma or equivalent
- Minimum of two years Customer Service Experience in a Contact Center environment preferred
- A work from home agent must have Midco or Spectrum internet service capability to their home office location
- A work from home agent must be able to report to a local service location within 30 minutes for emergency response needs
- Excellent communication, analytical and decision-making skills are essential
- Must be personable and enjoy working with customers
- Strong interpersonal communication skills
- Proficient typing skills
- Proficiency with the Microsoft Office suite and other computer applications
- Excellent attendance/adherence record
Department/Division: Customer Care
Employment Physical: Not Required
Drug Test: Required
Background Check: Required
Relocation Benefit: None
Telecommuting: Full-time within NorthWestern Energy Service Territory
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, disability, veteran status, genetic information or any other protected class in accordance with applicable federal or state laws and statutes. In compliance with the ADA Amendments Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department at 1-800-245-6977 or at job.inquiries@northwestern.com.
