Customer Service Representative

This job was posted by https://joblink.maine.gov : For more information,please see: https://joblink.maine.gov/jobs/1343047Be a part of the team that is transforming the power industry ofnorthern and eastern Maine.Versant Power is building on our 100-year history of deliveringefficient, safe and reliable electricity service to customers innorthern 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 todeliver something more powerful than power alone.Position OverviewVersant Power is seeking Customer Service Representatives who share ourcommitment to serving customers. As part of our team, reporting to aCustomer Contact Center Supervisor, you will be an integral part ofdelivering a safe, professional, quality-oriented customer experience.Customer Service Representatives are the first point of contact for ourcustomers and strive to complete requests and resolve issuesprofessionally and efficiently. Responsibilities include establishingand discontinuing accounts, responding to account inquiries, initiatingservice orders, investigating billing questions, setting paymentarrangements on overdue accounts, and researching complaints and otheraccount inquiries through collaboration with departments throughout theCompany.Job Responsibilities Performs duties with the utmost regard for personal, employee,workplace, and customer safety. Greets callers professionally and warmly as the primary point ofcontact for customers. Responds to or facilitates customer inquiries and requests. Manages calls to provide exceptional and efficient service with thegoal of first call resolution. Performs research efficiently in various platforms andcollaboratively with other departments to address issues and resolveproblems. 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 andaddresses questions concerning service disconnection. Recognizes, documents, and escalate customer issues as appropriateto Leads and/or Supervisors. Processes outage reports both during the normal course of businessand during emergency storm events. Provides periodic weekend shift coverage. Execution of project work as assigned which may include, but is notlimited to, creation of credit logs, customer rate analysis,outbound calling, managing emergency calls, and dispatching meterwork. 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 individualprocedures and instructions. Reports problems or deviationsassociated with environmental issues and the EnvironmentalManagement System (EMS) to the Environmental Department. Abides by company??s policies and procedures including Code ofConduct and Safety. Other related duties as assigned including designated dutiesassociated with System Restoration.Qualifications High school degree required, Associate Degree or equivalentpreferred. Prior experience in working with customers or customer relationspreferred. Computer literacy, typing proficiency and speed, with the ability tolearn 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. Maintai strict confidentiality of customer and Company information.Personal Qualities Maintains positive, empathetic, and professional attitude andbehavior. Interpersonal skills, flexibility and willingness to work withothers in a team environment. Strong personal initiative and commitment to advancing CustomerService 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 comfortwith email, text, and mobile apps.Notes Position is primarily stationary, with some walking, standing, anddriving 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 requiredWorking ScheduleFULL TIME: 4 0 0