Position: Customer Service Representative

Location: Dover, DE

The Customer Service Representative (CSR) will establish a working relationship with our customers by communicating via mail, in person and mostly by telephone. The CSR will deliver a service that promotes loyalty to our brand by using the skills required by our quality service strategy. CSRs will actively participate in training and will be required to adapt the training concepts and learning to their delivery. The CSR role will be responsible for complying with Public Service Commission, tariffs and company rules and regulations.

PRIMARY DUTIES AND RESPONSIBILITIES

• The CSR will hold our Standards of Performance as a priority in all aspects of work: Safety, WOW, Presentation, Results Oriented

• Ensure goals are met as prescribed by the business unit and corporate dictum.

• Take ownership and responsibility using active listening for each customer interaction to ensure customer satisfaction and first call resolution.

• Handling customer service inquiries from walk-in and call-in customers as well as email requests when applicable with a professional and friendly attitude and within contact center guidelines.
• Ability to navigate through various 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 at multiple locations which may require some travel and extended hours as well as, support additional hours in an emergency situations/storm preparation/restoration efforts.

• Proper customer transactions to include meter/service order creation, payment processing, handling and processing on recordkeeping and billing system
• Handling customer correspondence and concerns related high bills, turn-on/off, deposits and ad hoc requests.
• Research, identify and solve discrepancies to bring to resolution and prepare adjustments/corrections as needed.
• When required by site the CSR will engage in cashiering, batch processing with the added responsibility of balancing of funds reconcile cash drawer, and cash reports with high degree of accuracy.
• Is knowledgeable of, supports, promotes and participates in the Chesapeake Utilities Cares programs and other community grassroots efforts.
• Participates in the process of collection and disconnections under company rules and regulations as directed.
• Establish a good working relationship with other department contacts and organizations.
• Performs other duties as assigned by their Supervisor within the realm of the business unit job.

SUPERVISION

Minimal

RELATIONSHIPS

Internal: This position works with all levels within the Company. The incumbent acts under the guidance of the Customer Care Supervisor.

External: This position provides excellent customer service to our customers.

QUALIFICATIONS

Education:

High School Diploma required

Related Experience:

A minimum 2 years clerical or customer service experience within a call center environment is preferred.

Knowledge/Skills/Abilities:

• Excellent written and oral communication skills.

• Bilingual a plus.

• Experience handling cash is required.

• Good math aptitude, collection techniques and some account knowledge.
• Strong computer aptitude and skills preferred.
• Experience with MS Office and other call center technologies.

ESSENTIAL FUNCTIONS

• Proficient with computer programs including Microsoft Word, Excel, Outlook.

• Call center servicing of customers pertaining to product services and bills inquiries.
• Telephone and face to face customer interactions required in a structured environment.

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 or Ruth Warner, Director, Human Resources Operations at rwarner@chpk.com.

Experience

• PC experience mandatory, Excellent customer contact skills, Strong organizational skills. Detail oriented and experience in computer processing with a working knowledge of basic office equipment/machines. General understanding of office procedures and good public relation skills. Operation of at PC programs (Lotus 123 or Excel, Microsoft Word or Word Perfect.)

Education

• High School or better

Licenses & Certifications

• Driver's License

Skills

• Customer Service
• Intermediate Word
• Intermediate Excel

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)