CUSTOMER SERVICE REPRESENTATIVE - PRESQUE ISLE

Description

Customer Service Representatives serve as the first point of contact for customers, delivering a safe, professional and quality‑oriented experience. They handle account establishment and termination, respond to inquiries, initiate service orders, investigate billing questions, set payment arrangements, and research complaints in collaboration with other departments.

• Performs duties with the utmost regard for personal, employee, workplace, and customer safety.
• Greets callers professionally and warmly as the primary point of contact for customers.
• Responds to or facilitates customer inquiries and requests.
• Manages calls to provide exceptional and efficient service with the goal of first call resolution.
• Performs research efficiently in various platforms and collaboratively with other departments to address issues and resolve problems.
• Follows up on customer inquiries not immediately resolved.
• Creates service orders as needed for execution of service work.
• Addresses credit issues through establishment of payment plans and addresses questions concerning service disconnection.
• Recognizes, documents, and escalates customer issues as appropriate to Leads and/or Supervisors.
• Processes outage reports both during the normal course of business and during emergency storm events.
• Provides periodic weekend shift coverage.
• Executes project work as assigned, including credit logs, customer rate analysis, outbound calling, emergency call management, and meter dispatch.
• Recommends customer service and internal process improvements.
• Transfers customer calls to appropriate staff throughout the company.
• Performs miscellaneous office duties such as filing, typing, and processing mail.
• Works in accordance with documented environmental procedures and reports EMS issues to the Environmental Department.
• Abides by company policies and procedures including Code of Conduct and Safety.
• Maintain strict confidentiality of customer and company information.

Requirements

Candidates must have a high school diploma (associate degree preferred) and meet the qualifications outlined in the description. Versant Power is a tobacco‑free, drug‑free, fragrance‑free workplace and an Equal Opportunity Employer.

• High school degree required; Associate Degree or equivalent preferred.
• Prior experience in customer relations preferred.
• Computer literacy, typing proficiency and speed, with ability to learn customer service software applications.
• Professional verbal and written communication skills.
• Proficient in letter writing and use of spreadsheets.
• Position requires multi‑tasking as well as excellent judgment.
• Maintains positive, empathetic, and professional attitude and behavior.
• Interpersonal skills, flexibility and willingness to work with others in a team environment.
• Strong personal initiative and commitment to advancing Customer Service skills.
• Ability to develop and maintain effective relationships.
• Excellent communication and interpersonal skills.
• Perform under pressure with confidence and grace.
• Performs well under stress and/or long hours.
• Adapts to changes in communication technology, including comfort with email, text, and mobile apps.
• Position requires extensive computer and telephone use.
• A valid driver’s license is required.

Benefits

The role is full‑time, 40 hours per week, with potential for overtime, irregular hours, weekend or overnight shifts, and periodic weekend shift coverage. Compensation follows the Collective Bargaining Agreement.

Training + Development

Interview process

Visa Sponsorship

Security clearance