Customer Service Representative

How To Apply

Apply online at www.energizemycareer.com.

Applications and resumes submitted through Indeed will not be accepted.

Start Date: April 10, 2023

• 100 % remote/telework position with successful candidate home office within 50 miles of the following locations in Idaho (Boise, Meridian, Nampa, Mountain Home, Twin Falls, Pocatello, Idaho Falls and Soda Springs); Montana (Billings, Glendive, Miles City and Sidney); Sheridan, Wyoming and Rapid City, South Dakota.
• Rate of pay: $17.00 per hour
• Paid Training: Training schedule is Monday – Friday, 8am – 5pm MST
• After training will be assigned either 9:00am - 6:00pm MST or 9:30am – 6:30pm MST shift
• No Weekends, holidays or shifts past 7:30pm MST
• 15% shift differential for anytime worked outside of 8am – 5pm MST, Monday – Friday
• Employee Incentive Program
• Benefits Start Your First Day (medical, dental, vision, FSA, HSA – with employer contribution, Life Insurance, Voluntary Accidental Death and Dismemberment, Employee Assistance Program)
• 401(K) with matching plus 5% employer contribution
• Accrue up to 14 days of paid vacation per year
• Additional paid sick time
• 10 Paid Holidays per year
• Education Assistance (beginning after 1 year of employment)

Job Summary:

Energize your career and supercharge your future handling customer service calls for the gas and electric utility companies of MDU Resources Group, Inc., Our utility companies include Cascade Natural Gas Corporation, Great Plains Gas, Intermountain Gas Company and Montana-Dakota Utilities serving an 8-state region. MDU utility companies serve approximately 1.1 million customers across eight states.

Builds trusted relationships with customers from one or more service territories through education of available programs and services. Provides extraordinary customer service and case management while consistently meeting call center productivity and quality standards. Responsible for properly identifying, maintaining, and protecting customer accounts and information. Responsible for receiving and handling incoming gas and/or electric emergencies by obtaining adequate information to ensure proper action is taken. Normally works under general supervision and given a certain degree of latitude in decision making. Responsible for placing safety as #1 priority in day-to-day work routine for self and others.

JOB RESPONSIBILITIES

• Communicates verbally and in writing to customer inquiries and requests and generates required field activities.
• Responds to emergency calls following established guidelines and procedures; newly hired employees generate required emergency requests after 90 days of employment.
• Identifies, researches, and independently resolves customer issues using various tools.
• Ability to understand and apply company collection practices, such as performing credit checks, calculating deposit requirements, and offering payment plans and arrangements. Educates customers regarding energy assistance programs.
• Performs other tasks and special projects as assigned.

Minimum Qualifications:

• High school diploma or GED equivalency; and
• One-year experience in a call center or two years of general customer service experience.

Preferred Qualifications:

• Bi-lingual in Spanish.
• A working knowledge of customer service skills and knowledge at a level normally acquired through the completion of a two-year degree in business or related field.

Other Requirements

• Must take all measures necessary to protect networks, devices, programs and data from cyber-attack, damage or unauthorized access.
• Must be legally authorized to work in the United States, no sponsorships considered.
• Subject to the Company’s DOT Substance Abuse Testing Program.
• May be required to maintain a valid driver’s license.
• Must adhere to utility group dress code, which is a business casual environment.
• Work any established shift, which may include emergency coverage on evenings, weekends, and holidays.
• Due to extensive training, employees are not allowed to bid outside the Customer Service Center for twelve (12) months from employment.
• Subject to pre-employment drug testing and background checks.

Telecommute Requirements

• Must be 50 miles from an MDU/Intermountain Gas District Office.
• Must have access to adequate high-speed internet with a minimum download speed of 20 Mpbs, to ensure reliable, consistent connection to the company’s network without interruptions in customer service.
• Able to provide a safe, ergonomic, quiet, and distraction-free home office work space.
• Ability to work in an individual environment with remote support and without regular or consistent in person interaction.
• Comfortable corresponding via phone and video for team interaction and development.
• A department may have additional requirements that must be followed by an employee, in addition to Company wide requirements.
• Professional conduct while performing the Company’s business from a location outside of the Company’s office will be held to the same standard as if the employee was in the office. While telecommuting, the employee remains obligated to comply with all job requirements and responsibilities, in addition to all Company rules, practices, instructions, applicable provisions, and policies.
• Consistent with the Company’s expectations of information security for employees working at the office, employee will protect Company information from unauthorized disclosure or damage and will comply with federal, state, and Company rules, policies, and procedures regarding disclosure of public and official records.

How To Apply:

Apply online at www.energizemycareer.com.

Applications and resumes submitted through Indeed will not be accepted.

Job Type: Full-time

Pay: $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift
• Evening shift
• No nights

Weekly day range:

• Monday to Friday

COVID-19 considerations:
MDU follows CDC guidance.

Work Location: Remote

• Health insurance