Customer Resolution Associate

Position Summary

This important role works in a contact center environment, learning how to provide excellent customer service responses to all contacts in an accurate and professional manner.

Essential 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.
• 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.
• Shifts are assigned based on a shift bidding process conducted periodically based on business needs.

What Is Required

• High School Diploma or equivalent

What Is Desired

• Prior customer service experience
• 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

About our Company

We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

What We Offer

• Comprehensive Benefits Package
• Annual discretionary bonuses
• 401(k) (6% company match and up to 9% company retirement contribution)
• Tuition reimbursement
• Generous paid time off benefits, including paid holidays and parental leave
• Company paid life insurance and disability benefits (short and long term)
• Critical illness, accident & group hospital insurance
• Pet insurance
• An employee assistance program and well-being benefits
• Competitive medical, dental and vision insurance

Qualifications

• Successfully pass a pre-employment drug screen and background check

Equal Opportunity Employer

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.