Contact Center Specialist

Overview

Assist customers with utility accounts, billing, emergencies and support in a contact center.

Key Responsibilities

• data entry
• payment calculations
• credit administration
• emergency response
• safety compliance
• cross‑functional

Tasks

-Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives -Work across business units to develop and maintain working relationships -Listen and respond appropriately to customer needs while reviewing and entering data on a computer -Effectively work through a variety of customer service channels responding to customer requests and emergency situations, professionally, accurately and in a timely manner -Perform calculations to determine customer payments and other account related activity -Demonstrate and maintain a good safety record -Perform all scheduled shifts and respond to emergency situations or call outs as requested -Apply skills and knowledge to support NWEs processes in the 3 state service territory -Administers credit program within prescribed scope

Requirements

• microsoft office
• energy certification
• high school
• customer service
• contact center
• interpersonal

What You Bring

-Strong interpersonal communication skills -Excellent communication, analytical and decision-making skills are essential -Proficiency with the Microsoft Office suite and other computer applications -Proficient typing skills -Get Into Energy - Energy Industry Fundamental 2.0 certification is a plus [getintoenergy.org] (click here to certify at no cost) -Work well both independently and collaboratively within a team environment -A work from home agent must be able to report to a local service location within 30 minutes for emergency response needs -A work from home agent must have Midco or Spectrum internet service capability to their home office location -Ability to monitor and meet established performance metrics -Possess excellent customer service, communication and interpersonal skills -Willing to take initiative and responsibly to resolve customer issues while actively engaging with team members -Ability to understand and explain rate information and bill calculations -High School diploma or equivalent -All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics -Minimum of two years Customer Service Experience in a Contact Center environment preferred -Must be personable and enjoy working with customers -Excellent organizational skills and ability to maintain confidentiality -Excellent attendance/adherence record

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About Northwestern Energy

-Serving customers across Montana, South Dakota, and Wyoming with reliable electricity and natural gas services. -A regional utility company focused on providing sustainable energy solutions to homes and businesses. -Committed to innovation in energy transmission, distribution, and generation, continually upgrading infrastructure. -Engages in a variety of energy-related projects, from renewable energy development to advanced grid technologies. -Has a long history of investing in the communities it serves and providing energy solutions that power local economies. -Focused on ensuring energy reliability while transitioning towards more sustainable energy sources, including renewables. -Pioneering initiatives in reducing operational costs while maintaining high safety and environmental standards.

Sector Specialisms