Customer Experience Representative II - Unitil

Our Company


More than a utility company, Unitil provides energy for life.


Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.


Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.


Take advantage of a comprehensive benefits package.


Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.


*Note: Benefit offerings may differ between union and non-union employee groups


Position Purpose:




Effectively and professionally communicate with customers, client companies and co-workers, over the phone, web, social media and email in accordance with department standards and goals to ensure the Company satisfactorily meets their needs. Ensure that customers are consistently provided with prompt, accurate and courteous service. Communicate effectively with others within the department and cross functional areas in order to foster a positive working environment. Assist and contribute to improved processes in order to efficiently and accurately respond to customers and client companies. Successfully resolve directly, or coordinate the resolution of, routine customer issues and complaints in a timely manner.




Availability & Scope


POSTING DETAILS



+ Our Call Center is located in Concord, NH and training is conducted on site, transitioning to a hybrid model thereafter


+ We are subjected to randomized drug testing, one of which is administered on the day of hire. This is due to the gas emergency/leak and carbon-monoxide calls that we take, which puts us into the same category as NH DOT workers. This is a federal regulation, not a state regulation.


+ The training for this position would begin on November 04, 2024. The hours would be Monday through Friday, 8am – 4:30pm for this duration, and would last approximately 4 weeks.



Operating Hours



+ Regular business


+ Monday through Friday, 7am – 7pm




+ Emergency business


+ Monday through Friday, 5am – 7am & 7pm – 10pm


+ Saturday & Sunday, 8am – 4pm





Work Shift



+ Your assigned shift after the completion of training will be 8.5 hours long (a half hour unpaid lunch and two 15-minute paid breaks), and could fall anywhere within the operating hours outlined


+ An 11-hour Storm Shift (two 15-minute paid breaks and 1-hour unpaid lunch) is assigned upon hire and is worked during any Emergency Response Plan as the result of electrical and/or gas emergencies.


+ Holiday coverage is provided on a volunteer basis



On-Call Availability



+ There is an On-Call Schedule that, on a rotating basis, one week at a time, would require you to provide stand-by coverage for emergency situations and needs, should they arise



Principal Accountabilities:




% of Time


End Results




70%



+ Respond and communicate promptly to customer inquiries through various communication channels


+ Acknowledge and resolve customer complaints


+ Process all customer requests in accordance with all policy and procedures


+ Communicate and coordinate with peers and supervisors as necessary


+ Provide feedback on the efficiency of the customer service process


+ Ensure customer satisfaction and provide professional customer support


+ Follow call calibration guideline expectations to ensure customer satisfaction and one call resolution.


+ Contribute to the team and help foster an atmosphere of support by applying Unitil core values.


+ Maintain a positive, empathetic and professional attitude toward customers at all times.





20%



+ Effectively and accurately acknowledge and resolve all customer interactions, transactions, comments and complaints within CIS. Ensure that all tasks are completed efficiently and accurately in order to ensure a one contact resolution and positive customer experience.


+ Recommend proactive solutions that could enhance the customer experience, such as communication preferences, Uni-pay, web account set up, and self-service ways to pay.





10%



+ Complete all customer requests received through various communication channels (CHAT, WEB, IVR, Email, Social etc.) In a timely and professional manner. Ensure that written communication back to the customer is error free and grammatically correct. Ensure that all information provided is within all company standards and polices.





As


Needed


Responds to unforeseen situations and undertakes and completes assignments and special projects as assigned by supervisor or manager.




Qualifications:





+ High School diploma, general education degree or equivalent experience.


+ 2 year experience in providing telephone customer service in a call center environment.


+ 2 year minimum within the Customer Operations Department within the Company.


+ Successfully completed the requirements of the Customer Experience Rep I position and has demonstrated the ability to handle difficult interactions and resolve customer requests without additional follow up or complaint.


+ Must consistently meet and/or exceed the qualitative requirements outlined in the Customer Experience Rep I position.


+ Possess advanced keyboarding and PC skills in a Windows environment.


+ Advanced web communication skills.


+ Ability to work in a changing environment.


+ Strong written and oral communication skills.


+ Demonstrated reliability and flexibility.


+ Must accept alternate shift coverage on a rotation basis and as required.


+ Ability to multi-task, navigate and communicate effectively over VOIP and other communication channels


+ High degree of self-awareness and pride in one’s work


+ Ability to stay calm when customers are stressed or upset





Unitil is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.








Last updated: 1-25-24