Field Resource Center Associate

Black Hills Corporation Rapid City , SD 57701

Posted 3 weeks ago

Job Specifications

With the use of verbal and written correspondence this important role will assist both internal and external customers. Receiving incoming telephone calls from customers and/or field personnel needing assistance with existing accounts, establishing service, and repair service requests. Identifying emergency situations, creating the appropriate order and routing to appropriate technician when applicable.

LOCATION: Rapid City, SD

PAY RANGE: $17 - $23 per hour (Base pay is determined by the knowledge, skills and abilities of the applicant.)

CLOSING DATE: This position will remain open until filled.

REPORTING RELATIONSHIP: Field Resource Center Supervisor

ESSENTIAL JOB FUNCTIONS:

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  • Handle incoming emergency calls.
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  • Handle incoming calls from customers and field personnel.
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  • Create and schedule service orders with the customer service information system.
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  • Dispatch priority and emergency calls to field technicians using work management software.
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  • Review and update pending work order files.
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  • Work with field personnel to accurately and efficiently complete customer requests.
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  • Handle customer complaints and other requests.
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  • Consistently maintain a high level of performance on service goals set by Black Hills.
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  • Meet call quality guidelines in addition to other key performance metrics and competencies.
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  • Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.

ADDITIONAL RESPONSIBILITIES:

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  • Other daily, weekly and monthly duties as assigned.

WORKING RELATIONSHIPS:

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  • Provide pleasant and professional telephone follow-up services.
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  • Develop and maintain a positive working relationship with staff, other departments and management.
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  • Work with a wide variety of people with tact, courtesy and professionalism.
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  • Ability to work in a team environment and take direction from the supervisor.

EXPERIENCE:

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  • 1-3 years of applicable work experience specific to this field strongly preferred.
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  • Experience in customer service necessary, call center or dispatch experience desired.

EDUCATION:

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  • High school diploma or equivalent.

KNOWLEDGE:

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  • Basic math skills needed.
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  • Intermediate to advanced proficiency within a Windows-based environment is required.
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  • Experience with or have the ability to learn a Customer Service Information database.
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  • Ability to learn Mobile Dispatching Software proficiently.
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  • Capable of multi-tasking effectively essential.

SKILLS/ABILITY/OTHER CHARACTERISTICS:

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  • Accountability for a high level of customer service.
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  • The ability to work with a wide variety of personalities without conflict is essential.
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  • Must be available to work non-traditional hours as needed.
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  • Ability to work from written and verbal instructions.
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  • Detail oriented and organized with an excellent work ethic.
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  • Use good judgment and decision-making skills.
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  • Excellent communication skills - verbal and written.
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  • Speak clearly, both in person and by telephone, using a high level of verbal and listening skills.
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  • Ability to read and comprehend simple instructions. Ability to effectively present information one-on-one and in small group situations.
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  • Able to remain calm under pressure.

SPECIAL REQUIREMENTS:

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  • Ability to maintain a flexible work schedule including non-traditional work hours requiring nights and weekends. This position may also require overtime with little or no notice.
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  • Meet call quality guidelines in addition to other key performance metrics and competencies.
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  • Maintain a regular, dependable attendance and a consistently high level of performance.
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  • Must be ready to handle calls at the start of assigned work time, and is expected to adhere to schedule and assigned break times

PHYSICAL REQUIREMENTS:

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  • Applicant must be able to perform the essential job functions of the position with or without accommodation.
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  • Communicate with customers via telephone headset while simultaneously using display screen equipment.
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  • Enter data into software using a keyboard, mouse, and digital display screen.
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  • Work is deskbound, primarily from a seated position (sit/stand options may be available depending upon ability to safely fit the worker).
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  • The job requires sitting for an extended period of time. The pace of incoming calls is often continuous.

About our Company: We are a customer focused, growth-oriented utility company that is devoted to our communities. We have a mission to improve life with energy and a vision to be the energy partner of choice. Our diverse culture sparks unique perspectives, opening doors to new ideas and possibilities. Based in Rapid City, South Dakota, we have over 2800 employees and serve 1.2 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package: annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, military leave differential pay, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, health and wellness program, and competitive medical, dental and vision insurance.

The information contained in this position description describes the general nature and level of work being performed in this job. This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. The incumbent is responsible for performing all duties in a safe and efficient manner in compliance with safe work procedures and safety regulations. This job description is not intended to constitute an offer or contract of employment. Job descriptions may and do change periodically.

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an EEO Employer.



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Field Resource Center Associate

Black Hills Corporation