Customer Resolution Associate

Black Hills Energy; Rapid City (SD); On-site; USD 26,000 - 30,000; Full time

Benefits offered by this job

Annual discretionary bonuses

401(k) with company match

Tuition reimbursement

Generous paid time off

Life insurance and disability benefits

Health, dental and vision insurance

Pet insurance

Employee assistance program

Well-being benefits

Job summary

Black Hills Energy seeks a Customer Contact Center representative in the Fayetteville, AR or Rapid City, SD area to provide excellent service in a training-to-role path with opportunities for increased compensation and career growth. You will respond to inquiries, enter and verify data, and strive for first-contact resolution.

English fluency is required; Spanish is a plus. Training may last up to six months, with bilingual pay of $1/hour for qualified staff and potential commission

Qualifications

• High school diploma or equivalent required.
• Ability to research, analyze and verify data for service requests.
• Fluent English required; Spanish is a plus.

Responsibilities

• Respond to customer inquiries and requests for service with accurate data entry and timely resolution.
• Handle emergency contacts with accuracy and urgency to ensure safety.
• Aim for first contact resolution by reviewing accounts and negotiating with customers.
• Complete order entry and work order completion.
• Promote company products, programs and services.
• Demonstrate effective time utilization and teamwork.
• Provide superior service and build partnerships within the company.

Skills

Customer service

Communication

Time management

Problem solving

Team player

Fluent English

Spanish helpful

Education

High School Diploma or equivalent

Tools

Computer literacy

Job description

Job Specifications

Black Hills Energy is people powered and purpose driven. Our team uses the power of energy to improve life for over one million customers in 800+ communities across the West and Midwest. We seek talented, caring people who embody our core values and contribute to a culture of inclusion and growth. As an organization, we believe the best part of working on our team is our commitment to making tomorrow better than today-for our customers, communities and each other.

Position summary

This important role works in a contact center environment, learning how to provide excellent customer service responses to all contacts in an accurate and professional manner. Successful team members have the opportunity to quickly progress from training into an independent role with increased compensation and continued career growth opportunities!

Pay Range

• Start at $19.25 per hour with the opportunity to increase to $20.25 per hour upon successful completion of training and demonstrated independent performance! Training may take up to six months.
• Additional bilingual (English & Spanish) pay of $1.00 per hour available for qualified employees.
• Opportunities for commission pay!

Reporting Relationship

Customer Contact Center Supervisor

Location

Fayetteville, Arkansas or Rapid City, South Dakota

Essential Functions

• Respond to customer inquiries and requests for service by researching, analyzing, entering, verifying system data, and taking appropriate action to assure accurate and timely resolution.
• Handle emergency contacts with accuracy and urgency to ensure the safety of our employees and customers.
• Achieve first contact resolution by reviewing accounts and negotiating with customers to meet customer needs and minimize Company risk.
• Complete order entry and order completion of work orders.
• Actively promote the Company's products, programs and services.
• Demonstrate and manage effective time utilization.
• Be a team player.
• Provide superior service resulting in a favorable perception of the Company.
• Develop skills to build partnerships within the Company.
• Develop business acumen.

Additional Responsibilities

• Attend ongoing classroom training and web-based learning opportunities to increase customer service skills and industry knowledge.
• Ability to work various shifts. Shifts are assigned based on a shift bidding process conducted periodically based on business needs.
• Ability to speak fluent English is a requirement. Ability to speak Spanish is a plus.
• Other duties as assigned.

What Is Required

• High School Diploma or equivalent.

What Is Desired

• Prior customer service experience
• General computer knowledge.
• General knowledge of service delivery.
• Ability to navigate a computerized data entry system or other relevant applications.
• Computer efficiency, comfort with web navigation, ability to quickly navigate across multiple computer programs and systems.
• Problem solving and discussion skills.
• Ability to communicate accurately and timely.
• Basic mathematical and calculation skills.
• Ability to perform in a fast-paced, multi-tasking environment.
• Strong interpersonal skills with ability to work in an internal team and virtual team environment that shares common goals and daily expectations.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

About our Company

We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package!

Annual discretionary bonuses, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, generous paid time off benefits, including paid holidays and parental leave, company paid life insurance and disability benefits (short and long term), critical illness, accident & group hospital insurance, pet insurance, an employee assistance program and well-being benefits, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check. If there is anything that may show up in these reports that may conflict with the position requirements, feel free to contact the Black Hills Energy recruiting team at [e-mail].

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran. If you require reasonable accommodation, please visit careers.blackhillsenergy.com for more information.