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Customer Service Agent

Location: Fayetteville, AR, United States
Job ID: 34210
Date Posted: Jun 15, 2022
Salary: $15 to $22.62 hourly

Job Description

Job Specifications

Are you passionate about providing outstanding Customer Service? We are looking for self-motivated, enthusiastic, and dedicated Customer Service Agent who want to help make a difference at our rapidly growing company. You will work in our call center, providing excellent customer service in an accurate and professional manner. Our call centers serve 1.25 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas). 

PAY: $16.25 an hour (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP:   Customer Contact Center Supervisor

LOCATION:  Fayetteville, Arkansas 

ESSENTIAL JOB 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.
  • Demonstrate and manage effective time utilization.
  • Be a team player.
  • 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 within Customer Service hours of operation 7am – 7pm MST (8am – 8pm CST) Monday - Friday.  Occasional over-time is required based on business need. Work schedules are selected through a shift option process, with the order of selection based on individual performance.  Work from home shift options are available once you have completed training and are meeting performance expectations. The shift selection process typically occurs every six months.
  • Ability to speak fluent English is a requirement. Ability to speak Spanish is a plus.
  • Other duties as assigned.

QUALIFICATIONS:

  • High school diploma or equivalent required.

KNOWLEDGE/SKILLS/ABILITIES:

  • 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.

MENTAL/PHYSICAL DESCRIPTIONS AND WORKING CONDITIONS:
The mental and physical descriptions are representative of the activities an employee in an office job performs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental descriptions: Understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Apply common sense in performing job functions, usually within a set of rules or guidelines.

While performing the duties of this job, the employee continuously accesses, inputs, and retrieves electronic information and communicates regarding the information. Employee frequently moves about the office space. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable, and timely attendance.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or continuously to lift, carry, push, pull or sitting most of the time. Jobs are sedentary if moving about is only occasionally and all other sedentary criteria are met.

Work environment: Routinely perform work indoors in climate-controlled shared work area with moderate noise level. No travel is required for this role.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.


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).

Enjoy our Comprehensive Benefits Package!  Annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, health and wellness program, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check. 

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

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.

Wage: 15 to 22.62
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Fayetteville, Arkansas
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Customer Service Agent

Fayetteville, AR, United States