Customer Experience Rep II / Bilingual Customer Experience Rep I

We are looking for either a Customer Experience Representative II or Bilingual Customer Experience Representative II

Our Company

More than a utility company, Unitil provides energy for life.

Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.

Take advantage of a comprehensive benefits package.

Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.

*Note: Benefit offerings may differ between union and non-union employee groups

Position Purpose:

Effectively and professionally communicate with customers, client companies and co-workers over the phone, web, social media and e-mail, in accordance with department standards and goals to ensure the Company satisfactorily meets their needs. Ensure that customers are consistently provided with prompt, accurate and courteous service. Communicate effectively with others within the department and cross-functional areas, in order to foster a positive working environment. Assist and contribute to improved processes and procedures, in order to efficiently and accurately respond to customers and client companies. Successfully resolve directly, or coordinate the resolution of, routine customer issues and complaints, in a timely manner.

Availability & Scope

POSTING DETAILS

1. Our Call Center is located in Concord, NH and training is conducted on site, transitioning to a hybrid model thereafter
2. We are subjected to randomized drug testing, one of which is administered on the day of hire. This is due to the gas emergency/leak and carbon-monoxide calls that we take, which puts us into the same category as NH DOT workers. This is a federal regulation, not a state regulation.

Operating Hours

1. Regular business
   • Monday through Friday, 7am – 7pm
2. Emergency business
   • Monday through Friday, 5am – 7am & 7pm – 10pm
   • Saturday & Sunday, 8am – 4pm

Work Shift

1. Your assigned shift after the completion of training will be 8.5 hours long (a half hour unpaid lunch and two 15-minute paid breaks), and could fall anywhere within the operating hours outlined
2. An 11-hour Storm Shift (two 15-minute paid breaks and 1-hour unpaid lunch) is assigned upon hire and is worked during any Emergency Response Plan as the result of electrical and/or gas emergencies.
3. Holiday coverage is provided on a volunteer basis

On-Call Availability

1. There is an On-Call Schedule that, on a rotating basis, one week at a time, would require you to provide stand-by coverage for emergency situations and needs, should they arise

Principal Accountabilities:

% of Time

End Results

70%

• Respond and communicate promptly to customer inquiries through various communication channels
• Acknowledge and resolve customer complaints
• Process all customer requests in accordance with all policy and procedures
• Communicate and coordinate with peers and supervisors as necessary
• Provide feedback on the efficiency of the customer service processes
• Ensure customer satisfaction and provide professional customer support
• Follow call calibration guideline expectations to ensure customer satisfaction and one-call resolution
• Contribute to the team and help foster an atmosphere of support by applying Unitil core values
• Maintain a positive, empathetic and professional attitude toward customers at all times

20%

• Effectively and accurately acknowledge and resolve all customer interactions, transactions, comments and complaints within CIS. Ensure that all tasks are completed efficiently and accurately, in order to ensure a one-contact resolution and positive customer experience
• Recommend proactive solutions that could enhance the customer experience, such as communication preferences, Uni-Pay, MyUnitil account set-up, and self-service ways to pay

10%

• Complete all customer requests received through various communication channels (CHAT, WEB, IVR, E-mail, Social etc.) in a timely and professional manner. Ensure that written communication back to the customer is error free and grammatically correct. Ensure that all information provided is within all company standards and policies

As

Needed

• Respond to unforeseen situations and complete assignments and special projects, as assigned by supervisor or manager

Qualifications for Customer Experience Representative II

• High School diploma, general education degree or equivalent experience
• 2-year experience in providing telephone customer service in a call center environment
• Possess advanced keyboarding and PC skills in a Windows environment
• Advanced web communication skills
• Ability to work in a changing environment
• Strong written and oral communication skills
• Demonstrated reliability and flexibility
• Must accept alternate shift coverage on a rotational basis, and as required
• Ability to multi-task, navigate and communicate effectively over VOIP and other communication channels
• High degree of self-awareness and pride in one’s work
• Ability to stay calm when customers are stressed or upset

Qualifications for Bilingual Customer Experience Representative II

• High School diploma, general education degree or equivalent experience
• Fluent in both English and Spanish and has the ability to translate written communications in both English and Spanish
• 2-year experience in providing telephone customer service in a call center environment
• Possess advanced keyboarding and PC skills in a Windows environment.
• Advanced web communication skills
• Ability to work in a changing environment
• Strong written and oral communication skills
• Demonstrated reliability and flexibility
• Must accept alternate shift coverage on a rotational basis, and as required
• Ability to multi-task, navigate and communicate effectively over VOIP and other communication channels
• High degree of self-awareness and pride in one’s work
• Ability to stay calm when customers are stressed or upset
• High degree of self-awareness and pride in one’s work
• Ability to stay calm when customers are stressed or upset

Unitil is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Last updated: 05/28/2025