Customer Service Representative

Position Overview

Versant Power is seeking Customer Service Representatives who share their commitment to serving customers. Reporting to a Customer Contact Center Supervisor, these representatives will be integral parts of delivering a safe, professional, quality-oriented customer experience.

Responsibilities

• Establishes and discontinues accounts
• Responds to account inquiries
• Initiates service orders
• Investigates billing questions
• Sets payment arrangements on overdue accounts
• Researches complaints and other account inquiries through collaboration with departments throughout the Company
• Follows-up on customer inquiries not immediately resolved
• Creates service orders as needed for execution of service work
• Addresses credit issues through establishment of payment plans and addresses questions concerning service disconnection
• Recognizes, documents, and escalates customer issues as appropriate to Leads and/or Supervisors
• Processes outage reports both during the normal course of business and during emergency storm events
• Provides periodic weekend shift coverage
• Executes project work as assigned which may include, but is not limited to, creation of credit logs, customer rate analysis, outbound calling, managing emergency calls, and dispatching meter work
• Recommends customer service and internal process improvements
• Transfers customer calls to appropriate staff throughout the company
• Performs miscellaneous office duties, such as, but not limited to, filing, typing, and processing mail
• Works in accordance with the documented environmental procedures, instructions, and specific responsibilities as defined in individual procedures and instructions
• Reports problems or deviations associated with environmental issues and the Environmental Management System (EMS) to the Environmental Department

Qualifications

• High school degree required, Associate Degree or equivalent preferred
• Prior experience in working with customers or customer relations preferred
• Computer literacy, typing proficiency and speed, with the ability to learn customer service software applications
• Professional verbal and written communication skills
• Proficient in letter writing and use of spreadsheets

Personal Qualities

• Maintains positive, empathetic, and professional attitude and behavior
• Interpersonal skills, flexibility, and willingness to work with others in a team environment
• Strong personal initiative and commitment to advancing Customer Service skills
• Able to develop and maintain effective relationships
• Excellent communication and interpersonal skills
• Performs well under stress and/or long hours
• Adapts to changes in communication technology, including comfort with email, text, and mobile apps

Working Schedule

FULL TIME: 4 0 0