Customer Service Rep I

Customer Service Representative I

In-Office Position within Chesapeake Utilities Service Area of Yulee, Debary or West Palm Beach, FL locations

What makes us great:

At the heart of our Company is a dedication to delivering energy that drives progress. We put people first, work to keep them safe and build trusting relationships.

Your role in our success will be…

Establishing a working relationship with our customers by communicating via telephone and email. The CSR delivers a service that promotes loyalty to our brand by using the skills required by our quality service strategy. In this role, you will be responsible for complying with all regulatory requirements, , company rules and regulations while delivering an exceptional customer experience.

What you'll be working on…

• Holding our Standards of Performance as a priority in all aspects of work and is results oriented.

• Contribute to individual and team performance by accomplishing goals as identified by the business and corporate leaders.

• Take ownership and responsibility while using active listening for each customer interaction. Ensure customer satisfaction and strive for first contact resolution.

• Manage large number of incoming contacts (calls and email) every day. These interactions must be handled with a prompt, professional and friendly attitude and within contact center guidelines.

• Demonstrate a strong interest and ability to learn. Expectations include, but are not limited to, ability to navigate computer programs, multiple screens, various resources on and/or off the phone with mandatory typing which includes detailed, specific and relevant documentation with each transaction.

• Ability to work a defined schedule in a structured environment wearing a headset, having scheduled breaks and lunches.

• Ability to work scheduled extended hours, as well as, mandatory support during emergency situations; such as storm preparation and restoration efforts, etc.

• Properly handling customer transactions such as: meter/service order creation, payment processing, handling and processing on record keeping and billing system.

• Handling customer correspondence and concerns related to high bills, turn-on/off, deposits and ad hoc requests.

• Researching, identifying and solving discrepancies to bring resolution, while preparing adjustments/corrections, and following up to ensure resolution.

• Participation in the Chesapeake Utilities Cares programs and other community grassroots efforts.

• Ability to handle the collection and disconnection processes under company rules and regulations as directed.

• Build sustainable relationships of trust through open and interactive communication, internally and externally to the organization.

• Performing other duties as assigned by your Supervisor within the realm of the business unit job.

Who you are...

• You have excellent written and oral communication skills.

• You meet the criteria to be an authorized driver under Chesapeake's Driver Authorization Policy and Procedures.

• You have strong attention to detail and enjoy solving problems.

• You have good math aptitude, collection techniques and some account knowledge.

• You have experience with MS Office, SAP and call center technologies.

• You have a minimum of two years call center/customer service experience.

• You are able to attend 100% of mandatory 8-week training.

• You are able to adhere to a set schedule to include lunch and breaks.

• You are able to pass pre-employment and random drug screens.

• You are able to successfully pass pre-employment assessments.

• You are physically located within one-hour of one of our office locations.

• Being bilingual is a plus and eligible for a pay increase.

• Prior utility and/or SAP experience is preferred.

Benefits/what's in it for you?

• Competitive base salary

• Fantastic opportunities for career growth

• Cooperative, supportive and empowered team atmosphere

• Annual bonus and salary increase opportunities

• Monthly recognition events

• Endless wellness initiatives and community events

• Robust and customizable benefit packages-choose what works best with your life. Options include generous 401k, medical, dental and life insurance, tuition reimbursement, compensated volunteer hours and MORE!

• Paid time off, holidays and a separate bank of sick time!

Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email human_resources@chpk.com.