Customer Service Representative

Westfield Gas and Electric (WG E) and Whip City Fiber (WCF) are seeking an enthusiastic, detail oriented, motivated individual to join our team to provide quality customer service. ($24.27-$32.81)

Performs clerical duties according to standard office procedures requiring a degree of decision and knowledge of the function of the department or section and performs duties in which typing is performed a large percentage of the time; types material from straight copy, recording or other devices; types correspondence, reports, memoranda, requisitions, certificates, charters and other documents; proofreads own typed material to check for accuracy and completeness; performs some duties covered in the Clerical Series in addition to typing.

Performs a wide variety of complex administrative and clerical work requiring initiative, decision making, communication, public relations, problem solving, and administrative skills, as well as a knowledge of a variety of equipment, including computer skills, necessary to provide a complete range of customer services. The principal purpose of this position is to provide a high degree of customer satisfaction by servicing customer needs effectively, efficiently, and courteously, by acting as the Company’s principal public contact with the Department and its various Divisions.

Major duties and responsibilities include, but are not limited to:

· Responsible for the prompt, accurate, and courteous resolution of complaints and inquiries for electric, natural gas and fiber.

· Document customer contacts on report form and distribute to appropriate Staff.

· Answers telephone, posts and balances cash, balances payment stubs with cash daily, provides credit checks, meter change orders, retail sales and collections from various collection locations.

· Input and retrieval of data source through the UIS, CRM and Microsoft Office (Outlook, Word, Excel) programs.

· Determines customer’s financial status and gathers personal information.

· May assist in the collections process.

· May process customer applications for fuel and weatherization programs.

· Processes real estate liens.

· May receive, collect, disburse cash or other negotiable instruments in payment of utility bills and services. Uses cash box or cash drawer; prepares reports of accountability for control purposes and may make up bank deposits and reconciles bank statements, and provide retail services.

· Verify that transactions comply with financial policies and procedures.

· Takes phone calls and answers any questions from departments or vendors in regards to invoice payments.

· May be assigned to any divisional office to provide both a customer service function at that office and/or administrative services and duties.

· Prepares correspondence, recurring reports, forms and other documents.

· Compiles any number of different types of statistics; maintains any of a number and/or type of files; requisitions office supplies, and does sorting and mailing duties.

· As an emergency response utility, employees may be called after-hours to assist with storms, major outages, or other emergency situations.

· WG E/Whip City Fiber is a drug-free workplace. All employees are eligible to drive a company vehicle (to attend trainings, meetings, etc.), therefore all employees are subject to random drug testing.

· All other duties as assigned.

Required Qualifications, Skills/Abilities and Knowledge:

· Minimum of two years experience in customer relations, credit, or call center operations and/or one of the following:

1. Microsoft Office User Specialist certification

2. Degree from an accredited office technology vocational school

3. B.S. or A.S. in business or computer technology

· Positive, team oriented attitude.

· Candor in dealing with confidential information.

· Knowledge of modern office practices and procedures and the use of office machines and equipment, with an emphasis on computer technology.

· Ability to deal effectively with the general public and project a positive concerned image.

· Ability to establish and maintain effective working relationships with supervising personnel and co­workers.

· Working knowledge of energy conservation programs with the ability to address customer consumption issues.

· Ability to work with minimal supervision.

· Solid understanding of PC fundamentals and Microsoft programs.

· Ability to communicate clearly in English both orally and in writing.

· Ability to handle multiple priorities.

· Initiative, problem solving, and decision making skills.

· Ability to schedule and manage time.

Qualified candidates are requested to submit an application found online and attach any other relevant documents by Monday, August 17, 2026.