Customer Service Representative

This job was posted by https://joblink.maine.gov : For more information,

please see: https://joblink.maine.gov/jobs/1290721

Be a part of the team that is transforming the power industry of

northern and eastern Maine.

Versant Power is building on our 100-year history of delivering

efficient, safe and reliable electricity service to customers in

northern 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 to

deliver something more powerful than power alone.

Position Overview

Versant Power is seeking Customer Service Representatives who share our

commitment to serving customers. As part of our team, reporting to a

Customer Contact Center Supervisor, you will be an integral part of

delivering a safe, professional, quality-oriented customer experience.

Customer Service Representatives are the first point of contact for our

customers and strive to complete requests and resolve issues

professionally and efficiently. Responsibilities include establishing

and discontinuing accounts, responding to account inquiries, initiating

service orders, investigating billing questions, setting payment

arrangements on overdue accounts, and researching complaints and other

account inquiries through collaboration with departments throughout the

Company.

Job Responsibilities

• Performs duties with the utmost regard for personal, employee,
  
  

workplace, and customer safety.

• Greets callers professionally and warmly as the primary point of
  
  

contact for customers.

• Responds to or facilitates customer inquiries and requests.
• Manages calls to provide exceptional and efficient service with the
  
  

goal of first call resolution.

• Performs research efficiently in various platforms and
  
  

collaboratively with other departments to address issues and resolve

problems.

• 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 and
  
  

addresses questions concerning service disconnection.

• Recognizes, documents, and escalate customer issues as appropriate
  
  

to Leads and/or Supervisors.

• Processes outage reports both during the normal course of business
  
  

and during emergency storm events.

• Provides periodic weekend shift coverage.
• Execution of project work as assigned which may include, but is not
  
  

limited to, creation of credit logs, customer rate analysis,

outbound calling, managing emergency calls, and dispatching meter

work.

• 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 individual

procedures and instructions. Reports problems or deviations

associated with environmental issues and the Environmental

Management System (EMS) to the Environmental Department.

• Abides by company??s policies and procedures including Code of
  
  

Conduct and Safety.

• Other related duties as assigned including designated duties
  
  

associated with System Restoration.

Qualifications

• High school degree required, Associate Degree or equivalent
  
  

preferred.

• Prior experience in working with customers or customer relations
  
  

preferred.

• Computer literacy, typing proficiency and speed, with the ability to
  
  

learn 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 and
  
  

behavior.

• Interpersonal skills, flexibility and willingness to work with
  
  

others in a team environment.

• Strong personal initiative and commitment to advancing Customer
  
  

Service 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 comfort
  
  

with email, text, and mobile apps.

Notes

Position is primarily stationary, with some walking, standing, and

driving 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 as