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Customer Service Representative in Springfield, MA at NiSource

Date Posted: 12/5/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Date Posted:
    12/5/2018
  • Job ID:
    921926

Job Description

Responsibilities

We seek dependable Customer Service Representatives with a strong work ethic that demonstrates a customer service focus who can communicate and relate well with others.  There will be a full range of opportunities which include diverse, detailed, complex responsibilities.  This position responds to a full range of customer telephone inquiries related to their utility bills, service order inquiry/requests, connect, transfer of service, and/or emergency calls.

The selected candidates must possess an enthusiasm for learning along with good problem-solving, conflict resolution and math skills.

 Additional responsibilities will include, but not limited to:

  • Processing billing calls; investigate meter read and other requests relating to billing accuracy or payment.
  • Handling emergency calls 
  • Processing customer move-ins, adds and transfers.
  • Processing refunds, compensation requests and changes to accounts.
  • Routing escalated customer issues for resolution.
  • Making referrals and processing requests regarding special programs such as Energy Assistance, CRISIS, Dollar Energy or other programs, as necessary
  • Processing order inquiry calls, initiate service orders, and provide service order status updates.
  • Assisting customers with credit/payment arrangements
  • Directing customers to the appropriate self-service channels as necessary
  • Meeting individual deadlines, metrics and team goals
  • Multi-tasking while effectively focusing on priority issues
  • Working cooperatively in a group environment to achieve common goals

 Qualifications:

  • High school diploma or equivalent.
  • One (1) year of Customer service experience.
  • Above average knowledge and ability of PC skills.
  • Solid written and verbal communication skills
  • Must be 18 years of age or older.

 Other Information:

  • Must be available to work flexible shifts

Competencies:

  • Customer Focus
  • Performance Focus
  • Solving Problems
  • Respecting Others
  • Working with Others
  • Confidence & Communication
  • Working Pro-actively
Other Information

Promote a safe work environment by actively participating in all aspects of our employee safety program.  Report any unsafe conditions and take actions to prevent personal injuries.  Support our interdependent safety culture by ensuring the safety of your co-workers.  Stay focused on the task at hand and promote productivity through good work habits.

Inclusion & Diversity

Value inclusion within your day to day responsibilities by respecting others' perspectives/convictions, engaging others' opinions, creating a safe environment where people, ideas, and opinions are valued within your Team/Customers and external partners.

Respect and take into consideration diversity within your Team/Customers and external work partners by valuing different world views, challenges, and cultures that represent all walks of life and all backgrounds.

Treat others with respect and consideration.  Actively participate in creating and contributing to a positive work environment.

How To Apply

For immediate consideration, please apply on-line at careers.nisource.com before January 2nd!

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