Customer Service Representative (Anchorage)

Enstar Natural Gas; Anchorage (AK); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Health, dental, vision benefits

401(k) with company match

Life/AD&D insurance

Long-Term Disability

Employee Assistance Program

Education Assistance Program

Wellness Program

Generous leave policy

Safety-centric culture

Job summary

ENSTAR Natural Gas in Anchorage is seeking a Customer Service Representative to support our Customer Accounting team. You will respond to inquiries by phone, lobby, and email, enter applications into CC&B, and help with billing and account adjustments.

Ideal candidates have a high school diploma and at least one year in customer service; proficiency with Microsoft Office and strong verbal and written communication are required.

Qualifications

• High school diploma or equivalent.
• One year of customer service experience; call center preferred.
• One year cashier or customer service experience preferred.
• Proficiency with Microsoft Office (Excel and Word).
• Strong math, accounting, and clerical skills.
• Strong verbal and written communication skills.
• Type 50+ wpm, 10-key by touch.
• Professional telephone etiquette.
• Professional appearance.
• Enthusiastic and energetic customer service attitude.
• Prior utility industry experience desirable but not required.
• Ability to pass drug, background, credit, past employment, and driving record screening.

Responsibilities

• Respond to customer questions via phone, lobby, and email.
• Enter customer applications and changes into CC&B software.
• Initiate work orders for Meter Reading, Service, Distribution and Measurement.
• Research account and billing discrepancies; perform adjustments.
• Cashiering; balancing and deposits.
• Cash machine operation.
• Provide Payment Queue and switchboard coverage; assist customers.
• Process billing for damage claims.
• Perform bank corrections and research misapplied payments.
• Research, bill, and collect on damage claims.
• Administer Heating Assistance Programs.
• General collection functions and department purchasing.
• File and scan documents; archive research.

Skills

Customer service

Call center

Typing 50+ wpm

Microsoft Excel

Microsoft Word

Accounting basics

Verbal communication

Written communication

Education

High school diploma

Tools

CC&B software

Job description

ENSTAR is on a mission to deliver safe and reliable natural gas to Alaskans. If you share our passion for these values and are eager to make a meaningful impact, we invite you to join our dedicated team.

What You Will Do:

As a Customer Service Representative, you will play an essential role within our Anchorage Customer Accounting Department, reporting to the Customer Accounting Supervisor. Your responsibilities will include, but are not limited to:

• Respond to customer questions and concerns via phone (call center environment), customer service lobby, and through correspondence.
• Enter customer applications and miscellaneous changes into ENSTAR's Customer Care and Billing (CC&B) software system.
• Initiate work orders for the Meter Reading, Service, Distribution and Measurement departments via computer software system, process work orders for customers.
• Research account and billing discrepancies; perform account adjustments as necessary.
• Cashiering; includes balancing and preparing deposits.
• Cash machine operation.
• Provide Payment Queue and switchboard coverage; assist customers with general and account questions.
• Perform credit balance refunds and adjustments.
• Process billing for Damage Claims
• Perform bank corrections and research and adjust misapplied or unidentified payments.
• Research, bill, and collect on damage claims.
• Administer various Heating Assistance Programs.
• Perform general collection functions: active and closed accounts and department purchasing.
• File and scan documents.
• Search archives for historical information.
• Process outgoing and returned mail, sort mail, and enter mailing address changes.
• Respond to customer questions and concerns via phone (call center environment) and email correspondence.
• Enter customer applications and miscellaneous changes into ENSTAR's Customer Care and Billing (CC&B) software system.
• Cross-train with other department tasks.

What You Will Bring:

• High school diploma or equivalent.
• One year of prior customer service experience, call center experience preferred.
• One year cashier and /or customer service experience preferred.
• Proficiency with Microsoft Office Suite, specifically Excel and Word.
• Strong math, accounting, and clerical skills.
• Strong verbal and written communication skills.
• Ability to type 50+ wpm 10-key by touch.
• Professional telephone etiquette.
• Professional personal appearance.
• Enthusiastic and energetic customer service attitude.
• Prior utility industry experience is desirable, but not required.
• Ability to pass a drug, background, credit, past employment, and driving record screening.

Preferred skills and qualifications:

• Excellent organizational skills with the ability to confidentially process and maintain data with attention to detail.
• Basic administrative skills and ability to perform related tasks.
• Excellent interpersonal skills to work effectively and cooperatively with all levels of management and staff.
• Ability to multi-task in a fast paced environment and to effectively and professionally assist customers in this type of environment.
• Effective oral and written communication skills to effectively communicate policies and procedures to others.
• Ability to use general office equipment such as computer, fax, phone, copier, etc.
• Strong customer service skills, including active listening, prompt service, follow-up, value added service, one-call resolution, and customer appreciation.
• Ability to convey information clearly, effectively, and professionally.
• Active listening skills; attentiveness when listening to others to understand, ask appropriate questions, etc.
• Ability to perform basic math (add, subtract, multiply, divide) quickly and correctly.

If you meet most but not all of the position's qualifications, you are still encouraged to apply.

What We Will Provide:

ENSTAR is committed to your professional development and your overall health and safety. When you join our team, here is what you can expect:

• Comprehensive health, dental, prescription, and vision benefits
• 401(k) plan with generous company contribution
• Insurance coverage for Life, AD&D, and Long-Term Disability
• Employee Assistance Program
• Education Assistance Program
• Wellness Program
• Generous leave policies
• A safety-centric culture

Inclusive Workplace:

At ENSTAR, we are dedicated to an inclusive workplace that celebrates the unique strengths, perspectives, and experiences of all our employees. We believe that our differences empower us to become a stronger team, leading to better decisions, innovation, and business results.

Ready to Join Us?

The statements contained in the job description are intended to describe the general nature of tasks and responsibilities. It is not intended to be an exhaustive list of all job duties assigned. Other duties will be assigned as appropriate.

Equal Opportunity Employer, including veteran and disability

For more information, contact Monica Henning in Human Resources at 907-334-7656.