Customer Service Representative - Morgantown WV

Joining the Hope Gas team means being part of a company that truly values its employees and fosters a supportive and inclusive work environment. We have built a strong reputation in West Virginia by prioritizing our commitment to the local community and the well-being of our dedicated team. With the state's abundant natural resources and thriving energy sector, Hope Gas offers the perfect platform for ambitious individuals seeking career growth and stability. Not only will you find fulfilling career opportunities with us, but you'll also contribute to the sustainable growth and prosperity of West Virginia through our community engagement and environmental stewardship efforts. As we continue to deliver essential energy services to the region, we invite you to join us and become an integral part of our history, shaping our future together. Read more to discover the exciting possibilities waiting for you at Hope Gas!

Primary Responsibilities

• Satisfying a broad array of customer needs, such as the ability to explain and resolve routine billing issues. Complex issues will be routed to our back office for resolution.
• Adhere to the WV Public Service Commission Utility guidelines while performing and supporting routine credit and collection activities.
• Independently respond to and resolve customer questions, concerns, and complaints via calls and correspondence.
• Provides prompt and accurate service to promote excellent customer experience while utilizing complex computer systems.
• Use precise judgement and review of accounts to establish one call resolution for the customer.
• Guidance for customers who may have trouble navigating the self-service customer portal.
• An ability to analyze accounts to answer customer inquiries regarding billing, credit, payments, rates, high bill complaints, service requests, electronic equipment issues and other customer related topics.
• Offer and explain all assistance programs.
• Carefully select, create, and schedule a variety of service order requests and understand the differences of service orders such as equipment access, customer change move in/move out requests, changing, rescheduling, or updating orders, credit orders, account transfers, and other orders as needed.
• Promote, explain, and set up budgets and payment plans.
• Agent should be able to read a Hope Gas Bill and analyze the customer’s account if they have any questions or concerns on the billing invoice such as usage-based charges, miscellaneous charges, debits, credits, or adjustments.
• Must be flexible and able to maintain professional disposition during diverse and stressful conditions.
• Assessing customer needs and educating on procedures and services.
• Clarify information, research every concern, and provide solutions/alternatives.
• Use a complex SAP system to identify, track and document correspondence, issues, actions, resolutions and enter customer meter reads.
• Provide administrative and clerical support as needed within the Customer Service Center.
  
  

Required Qualifications

• Must possess and maintain a valid driver’s license.
• Must be proficient in computer applications including Microsoft Office, SAP, and phone applications.
• Ability to work and multitask in a high volume and fast paced environment.
• Excellent written, verbal, and interpersonal communication skills; able to address complex customer needs and determine appropriate action independently.
• Strong negotiation skills to resolve problems.
• De-escalate situations involving dissatisfied customers, while offering patience and support.
• Organized, meticulous, and must exercise discretion while operating within complex PSC regulatory requirements.
• Must be flexible and able to maintain professional disposition during diverse and stressful conditions.
• Reliable, regular attendance is an essential function of this job.
• Must be available to participate in a 6-week company sponsored comprehensive training on internal company SAP systems, as designated by the company.
  
  

Main Qualifications

• High school diploma or equivalent, and related customer experience required.
  
  

Work Location

Morgantown Headquarters – Morgantown, WV

Position is within the United Gas Workers Union - Local 69.

At Hope, we offer a variety of plans and programs that reflect the wants and needs of our employees. As part of our mission to support our employees within the workspace and outside of it, we provide a comprehensive benefits package that offers health insurance including Medical, Dental, Vision, FSA and HSA with a company match. Income protection such as Company-Paid Life Insurance, Sickness Benefits, and more are also available. Hope Gas offers a 401(k) plan that incorporates a company contribution and a company match. Paid vacations, paid holidays, floating holidays and sick time are available alongside other lifestyle benefits such as Adoption Assistance, Auto/Home Insurance, Education Assistance Programs, and so much more! These benefits, programs and perks are offered to enhance your physical, mental, emotional, and financial wellbeing because here at Hope you are not just an employee, you are family.

Join our team because together we can accomplish a job worth doing, and a life worth living.