Customer Service Rep I

Yulee, FL, United States

Customer Service Representative I

In-Office Position within Chesapeake Utilities Service Area of Yulee, Debary or West Palm Beach, FL locations

What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success will be...

Establishing a working relationship with our customers by communicating via telephone and email. The CSR delivers a service that promotes loyalty to our brand by using the skills required by our quality service strategy. In this role, you will be responsible for complying with all regulatory requirements, , company rules and regulations while delivering an exceptional customer experience.

What you'll be working on...

Holding our Standards of Performance as a priority in all aspects of work and is results oriented.

Contribute to individual and team performance by accomplishing goals as identified by the business and corporate leaders.

Take ownership and responsibility while using active listening for each customer interaction. Ensure customer satisfaction and strive for first contact resolution.

Manage large number of incoming contacts (calls and email) every day. These interactions must be handled with a prompt, professional and friendly attitude and within contact center guidelines.

Demonstrate a strong interest and ability to learn. Expectations include, but are not limited to, ability to navigate computer programs, multiple screens, various resources on and/or off the phone with mandatory typing which includes detailed, specific and relevant documentation with each transaction.

Ability to work a defined schedule in a structured environment wearing a headset, having scheduled breaks and lunches.

Ability to work scheduled extended hours, as well as, mandatory support during emergency situations; such as storm preparation and restoration efforts, etc.

Properly handling customer transactions such as: meter/service order creation, payment processing, handling and processing on record keeping and billing system.

Handling customer correspondence and concerns related to high bills, turn-on/off, deposits and ad hoc requests.

Researching, identifying and solving discrepancies to bring resolution, while preparing adjustments/corrections, and following up to ensure resolution.

Participation in the Chesapeake Utilities Cares programs and other community grassroots efforts.

Ability to handle the collection and disconnection processes under company rules and regulations as directed.

Build sustainable relationships of trust through open and interactive communication, internally and externally to the organization.

Performing other duties as assigned by your Supervisor within the realm of the business unit job.

Who you are...

You have excellent written and oral communication skills.

You meet the criteria to be an authorized driver under Chesapeake's Driver Authorization Policy and Procedures.

You have strong attention to detail and enjoy solving problems.

You have good math aptitude, collection techniques and some account knowledge.

You have experience with MS Office, SAP and call center technologies.

You have a minimum of two years call center/customer service experience.

You are able to attend 100% of mandatory 8-week training.

You are able to adhere to a set schedule to include lunch and breaks.

You are able to pass pre-employment and random drug screens.

You are able to successfully pass pre-employment assessments.

You are physically located within one-hour of one of our office locations.

Being bilingual is a plus and eligible for a pay increase.

Prior utility and/or SAP experience is preferred.

Benefits/what's in it for you?

Competitive base salary

Fantastic opportunities for career growth

Cooperative, supportive and empowered team atmosphere

Annual bonus and salary increase opportunities

Monthly recognition events

Endless wellness initiatives and community events

Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!

Paid time off, holidays and a separate bank of sick time!

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email [email protected].

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)