Customer Service Representative I

In-Office Position within Chesapeake Utilities Service Areas

Dover, DE & Florida

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 email and primarily telephone. 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 Public Service Commission, tariffs, 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: Safety, , Presentation, Results Orientation.
• Contribute to individual and team effort 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 amount of incoming contacts (calls and email) every day. These interactions must be handled with a professional and friendly attitude and within contact center guidelines.
• Demonstrated strong 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 possess excellent written and oral communication skills.
• You have a valid Driver's License
• You have good math aptitude, collection techniques and some account knowledge.
• You have experience with MS Office and other call center technologies.
• You have two years of 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 a pre-employment computer/phone skills assessment.
• 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.