Customer Service Representative

Position Overview

Versant Power is seeking Customer Service Representatives who share our commitment to serving customers. As part of our team, reporting to a Customer Contact Center Supervisor, you will be an integral part of delivering a safe, professional, quality‑oriented customer experience.

• Performs duties with the utmost regard for personal, employee, workplace, and customer safety.
• Greets callers professionally and warmly as the primary point of contact for customers.
• Responds to or facilitates customer inquiries and requests; manages calls to provide exceptional and efficient service with the goal of first‑call resolution.
• Performs research efficiently in various platforms and collaborates with other departments to address issues and resolve problems.
• Follows up on customer inquiries not immediately resolved.
• Creates service orders as needed for execution of service work.
• Addresses credit issues through establishment of payment plans and addresses questions concerning service disconnection.
• Recognizes, documents, and escalates customer issues as appropriate to leads and/or supervisors.
• Processes outage reports both during normal business operations and during emergency storm events.
• Provides periodic weekend shift coverage.
• Executes project work as assigned, which may include, but is not limited to, creation of credit logs, customer rate analysis, outbound calling, managing emergency calls, and dispatching meter work.
• Recommends customer service and internal process improvements.
• Transfers customer calls to appropriate staff throughout the company.
• Performs miscellaneous office duties, such as filing, typing, and processing mail.
• Works in accordance with documented environmental procedures, instructions, and specific responsibilities as defined in individual procedures; reports problems or deviations related to environmental issues and the Environmental Management System (EMS) to the Environmental Department.
• Abides by company policies and procedures, including Code of Conduct and Safety.
• Completes other related duties as assigned, including those associated with System Restoration.

• High school degree required; associate degree or equivalent preferred.
• Prior experience in working with customers or customer relations preferred.
• Computer literacy, typing proficiency and speed, with the ability to learn customer‑service software applications.
• Professional verbal and written communication skills.
• Proficient in letter writing and the use of spreadsheets.
• Position requires multi‑tasking as well as excellent judgment.
• Maintains strict confidentiality of customer and company information.

• Maintains a positive, empathetic, and professional attitude and behavior.
• Possesses strong interpersonal skills, flexibility, and willingness to work with others in a team environment.
• Demonstrates strong personal initiative and commitment to advancing customer service skills.
• Can develop and maintain effective relationships.
• Exhibits excellent communication and interpersonal skills.
• Performs well under pressure with confidence and grace.
• Performs well under stress and/or during long hours.
• Adapts to changes in communication technology, including comfort with email, text, and mobile apps.

Position is primarily stationary, with some walking, standing, and driving required. The role requires extensive computer and telephone use and may be stressful due to customer contacts. At times, the position will require irregular hours and overtime, and may involve overnight or weekend shifts.

Seniority level:
Entry level

Employment type:

Full‑time

Job function:
Other | Industry: Utilities