Field Resource Center Associate

Job Specifications

Black Hills Energy is people powered and purpose driven. Our team uses the power of energy to improve life for over one million customers in 800 communities across the West and Midwest. We seek talented, caring people who embody our core values and contribute to a culture of inclusion and growth. As an organization, we believe the best part of working on our team is our commitment to making tomorrow better than today—for our customers, communities and each other.

Position Summary

With the use of verbal and written correspondence, this meaningful role will assist both internal and external customers. Receiving incoming telephone calls from customers and/or field personnel needing assistance with existing accounts, establishing service, and repair service requests. Identifying emergency situations, crafting the appropriate order and routing to the appropriate technician when applicable.

Pay Range: $19.83 - $30.07 (This posting includes the full pay range for this position. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, experience, and internal equity.)

Reporting Relationship: Field Resource Center Supervisor

Location: Fayetteville, Arkansas or Rapid City, South Dakota

Essential Functions

• Handle incoming emergency, customer, and field personnel calls.
• Build, schedule, review, and update service orders with the customer service information system.
• Dispatch priority and emergency calls to field technicians using work management software.
• Work with field personnel to accurately and efficiently complete customer requests.
• Consistently maintain a high level of performance on service goals set by the company.
• Meet call quality guidelines in addition to other key performance metrics and proficiencies.
• Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.
  
  

Additional Responsibilities

• Ability to maintain a flexible work schedule including non-traditional work hours requiring nights and weekends. This position may also require after-hours work with little or no notice.
• Maintain regular, dependable attendance, and a consistently high-level performance.
• Other daily, weekly and monthly duties assigned.
  
  

What Is Required

• High School Diploma or equivalent.
  
  

What Is Desired

• No experience required. Training provided.
• Intermediate to advanced proficiency within a Windows-based environment is required.
• Experience with or have the ability to learn a Customer Service Information database and Mobile Dispatching Software.
• Capable of multi-tasking effectively is essential.
• Accountability for a high level of customer service.
• Ability to work from written and verbal instructions.
• Detail oriented and organized with an excellent work ethic.
• Excellent verbal and written communication skills.
• Speak clearly, both in person and by telephone, using a high level of verbal and listening skills.
• Ability to read and comprehend simple instructions and effectively present information one-on-one and in small group situations.
• Able to remain calm under pressure.
  
  

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 discretionary bonuses, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, generous paid time off benefits, including paid holidays and parental leave, company paid life insurance and disability benefits (short and long term), an employee assistance program and well-being benefits, 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. If you require reasonable accommodation, please visit careers.blackhillsenergy.com for more information.