at Versant Power in Bangor, Maine, United States
Job Description
JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE
REPORTS TO: CUSTOMER CONTACT CENTER SUPERVISOR
POSITION STATUS: NON-EXEMPT, BARGAINING UNIT, FULL TIME
Be a part of the team that is transforming the power industry of northern and eastern Maine.
Versant Power is building on our 100-year history of delivering efficient, safe and reliable electricity service to customers in northern and eastern Maine. We never lose sight of safety, quality, integrity and innovation.
We are committed to our dedicated people, who inspire us every day to deliver something more powerful than power alone.
POSITION OVERVIEW:
Versant Power is seeking Customer Service Representatives who share our commitment to serving customers. As part of our team, reporting to a Customer Contact Center Supervisor, you will be an integral part of delivering a safe, professional, quality-oriented customer experience. Customer Service Representatives are the first point of contact for our customers and strive to complete requests and resolve issues professionally and efficiently. Responsibilities include establishing and discontinuing accounts, responding to account inquiries, initiating service orders, investigating billing questions, setting payment arrangements on overdue accounts, and researching complaints and other account inquiries through collaboration with departments throughout the Company.
JOB RESPONSIBILITIES:
- Performs duties with the utmost regard for personal, employee, workplace, and customer safety.
- Greets callers professionally and warmly as the primary point of contact for customers.
- Responds to or facilitates customer inquiries and requests.
- Manages calls to provide exceptional and efficient service with the goal of first call resolution.
- Performs research efficiently in various platforms and collaboratively with other departments to address issues and resolve problems.
- 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 escalate 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.
- Execution of 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.
- Transfer customer calls to appropriate staff throughout the company.
- Perform 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.
- Abides by company’s policies and procedures including Code of Conduct and Safety.
- Other related duties as assigned including designated duties associated with System Restoration.
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.
- Position requires multi-tasking as well as excellent judgment.
- Maintain strict confidentiality of customer and Company information.
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.
- Ability to develop and maintain effective relationships.
- Excellent communication and interpersonal skills.
- Perform under pressure with confidence and grace.
- Performs well under stress and/or long hours.
- Adapts to changes in communication technology, including comfort with email, text, and mobile apps.
NOTES:
- Position is primarily stationary, with some walking, standing, and driving required
- Position requires extensive computer and telephone use
- Position may be stressful due to customer contacts
- At times position will require irregular hours and overtime
- Position may require overnight or weekend shift assignment
- A valid driver’s license is required
- Versant Power is a tobacco free and fragrance-free workplace
WORKING SCHEDULE:
FULL TIME: 40 Hours per week. Extra hours may be required.
RATE OF PAY:
Hourly pay will be per the union contract.
OTHER EMPLOYMENT TERMS/CONDITIONS:
After thirty days of employment, elect to enroll as a member of or elect to pay the fair share fee to IBEW Local 1837 with payment of weekly union dues through payroll deduction.
IMPORTANT APPLICATION INFORMATION:
This job description is subject to change at any time.
