Customer Associate

Customer Associate

Customer Associate (CAs) communicate directly with customers and respond to a variety of customer needs and requests. CAs take into account resources, constraints, and organizational values as they commit to satisfying customer needs and resolving customer issues. CAs must coordinate with other North Western Energy employees to find relevant information and take necessary action.

North Western Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ over 1,600 amazing people and serve over 800,000 customers who are our neighbors in our communities. We are a top employer and offer competitive benefits, including:

• 401K with company match up to 4% and non-elective contribution up to 7%
• Healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents, Health Savings Account (HSA), healthcare and dependent care flexible spending account (FSA)
• Employee Assistance Programs (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents to include financial heath)
• Life Insurance (Company pays basic employee policy; spouse, dependent insurance also available)
• Tuition reimbursement
• Competitive pay (Scheduled performance-based wage increases and annual incentive opportunities.)
• Paid company endorsed volunteer opportunities
• Paid parental leave
• Paid bereavement leave
• Paid training opportunities
• Paid time off starting on your first day, plus 11 paid holidays

Benefits may vary by position or as negotiated as part of a collective bargaining agreement.

About this job:

• Accept customer payments and post the same day
• Balance cash drawer daily; make bank deposits
• Input and completion of service orders
• Meet or exceed performance standards, as determined by North Western Energy, including time spent at workstation and time engaged with customer interactions
• Explains rate changes and bill calculations as necessary
• Administers credit program within prescribed scope
• Listen and respond appropriately to customer needs while reviewing and entering data on a computer
• Type memos, e-mails, and other correspondence in an accurate timely manner
• Respond to emergency situations professionally and accurately by following established policy and procedures
• Perform calculations to determine customer payments and other account related activity
• Assist customers using established policies and procedures
• Respond professionally and positively to customer complaints or inquiries
• Work effectively in a team and in close proximity of teammates
• Perform all regularly scheduled shifts. Occasional weekend, evening or holiday call outs in response to emergency situations.
• Maintain confidentiality of customer and other confidential information
• Ensure proper entry of union payroll for bi-weekly processing
• Ensure proper coding and processing of purchase card transactions and AP invoices
• Support the new construction process through administrative SAP functions, payment processing and service order creation
• Assist customers with local permitting requirements and basic construction standards
• Support local operations with SAP notification processing and other data entry as required
• Respond appropriately to internal requests and work across business units to ensure processes and procedures are being upheld
• Analyze and prioritize workload to ensure that all customer and business needs are meet in a timely and appropriate manner
• The ability to maintain regular, reliable, and punctual attendance is an essential function of this position, consistent with applicable laws and reasonable accommodation requirements
• All North Western Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics
• Ensure all actions are consistent with North Western Energy's values, mission, and strategic business objectives

Am I right for this job? Here's the success profile:

• High School diploma or equivalent
• Successful completion of training program
• Demonstrate and maintain good safety record
• Proficiency with the Microsoft Office suite and other computer applications
• Excellent attendance record
• Valid driver's license and satisfactory driving record