U166 - Customer Resolution Trainee
Company Name:
Black Hills Corporation
_CLOSING DATE:_ This position will close on May 14, 2014.
_LOCATION:_ Lincoln, NE
PRIMARY FUNCTION:
Work in a contact center environment, providing excellent customer service response to all contacts in an accurate and professional manner.
REPORTING RELATIONSHIP: Customer Resolution Center Supervisor
ESSENTIAL JOB FUNCTIONS:
Responds 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 contact 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's needs and minimize company risk.
Completes order entry and order completion of work orders.
Actively promotes the company's products, programs and services.
Demonstrate and manage effective time utilization.
Be a team player.
Provide superior service resulting in a favorable perception of the company.
Develop your 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.
Participate in other business activities.
WORKING RELATIONSHIPS:
Customer Service Center staff.
Customer Support Services staff including Remittance, Correspondence, Billing, and Credit and Collections.
Local office staff in Black Hills Energy service areas.
Field Resource Center.
Experience:
Experience in utility industry preferred.
Prior customer service experience is a must.
EDUCATION:
High school diploma or equivalent.
KNOWLEDGE:
General computer knowledge.
General knowledge of service delivery.
SKILLS/ABILITY/OTHER CHARACTERISTICS:
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 negotiation skills.
Ability to communicate accurately and timely.
Basic mathematical and calculation skills.
Able to perform in a fast-paced, multi-tasking environment.
Possess interpersonal skills to enable working in an internal team and virtual team environment that shares common goals and daily expectations.
SPECIAL REQUIREMENTS:
Shift work within a 24 hour, 7 day, 365 day/year environment. Shifts are assigned based on a shift bidding process conducted periodically based on business needs.
The information contained in this position description describes the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply. Estimated Salary: $20 to $28 per hour based on qualifications.
Black Hills Corporation
_CLOSING DATE:_ This position will close on May 14, 2014.
_LOCATION:_ Lincoln, NE
PRIMARY FUNCTION:
Work in a contact center environment, providing excellent customer service response to all contacts in an accurate and professional manner.
REPORTING RELATIONSHIP: Customer Resolution Center Supervisor
ESSENTIAL JOB FUNCTIONS:
Responds 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 contact 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's needs and minimize company risk.
Completes order entry and order completion of work orders.
Actively promotes the company's products, programs and services.
Demonstrate and manage effective time utilization.
Be a team player.
Provide superior service resulting in a favorable perception of the company.
Develop your 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.
Participate in other business activities.
WORKING RELATIONSHIPS:
Customer Service Center staff.
Customer Support Services staff including Remittance, Correspondence, Billing, and Credit and Collections.
Local office staff in Black Hills Energy service areas.
Field Resource Center.
Experience:
Experience in utility industry preferred.
Prior customer service experience is a must.
EDUCATION:
High school diploma or equivalent.
KNOWLEDGE:
General computer knowledge.
General knowledge of service delivery.
SKILLS/ABILITY/OTHER CHARACTERISTICS:
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 negotiation skills.
Ability to communicate accurately and timely.
Basic mathematical and calculation skills.
Able to perform in a fast-paced, multi-tasking environment.
Possess interpersonal skills to enable working in an internal team and virtual team environment that shares common goals and daily expectations.
SPECIAL REQUIREMENTS:
Shift work within a 24 hour, 7 day, 365 day/year environment. Shifts are assigned based on a shift bidding process conducted periodically based on business needs.
The information contained in this position description describes the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply. Estimated Salary: $20 to $28 per hour based on qualifications.
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