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Black Hills Energy Field Resource Center Associate in Fayetteville, Arkansas

Field Resource Center Associate

Location: Fayetteville, AR, United States

Job ID: 32721

Date Posted: Jan 14, 2020

Salary: $17.98 to $27.21 hourly

Job Description

With the use of verbal and written correspondence this important role will assist both internal and external customers. Receiving incoming telephone calls from customers and/or field personnel needing assistance with existing accounts, establishing service, and repair service requests. Identifying emergency situations, creating the appropriate order and routing to appropriate technician when applicable.

PAY RANGE: $17 - $26 per hour (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP:Field Resource Center Supervisor


Fayetteville, Arkansas: Combining small-town charm with a thriving business climate, located in the Ozark Mountains of NW Arkansas. Home to the University of Arkansas, Fayetteville has consistently ranked on's Top 100 Best Places to Live lists.



  • Handle incoming emergency calls.

  • Handle incoming calls from customers and field personnel.

  • Create and schedule service orders with the customer service information system.

  • Dispatch priority and emergency calls to field technicians using work management software.

  • Review and update pending work order files.

  • Work with field personnel to accurately and efficiently complete customer requests.

  • Handle customer complaints and other requests.

  • Consistently maintain a high level of performance on service goals set by Black Hills.

  • Meet call quality guidelines in addition to other key performance metrics and competencies.

  • Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.


  • Other daily, weekly and monthly duties as assigned.

  • Ability to maintain a flexible work schedule including non-traditional work hours requiring nights and weekends. This position may also require overtime with little or no notice.

  • Meet call quality guidelines in addition to other key performance metrics and competencies.

  • Maintain a regular, dependable attendance and a consistently high level of performance.

  • Must be ready to handle calls at the start of assigned work time, and is expected to adhere to schedule and assigned break times.


  • High school diploma or equivalent required.

  • 1-3 years of applicable work experience specific to this field strongly preferred.

  • Experience in customer service necessary, call center or dispatch experience desired.


  • Basic math skills needed.

  • Intermediate to advanced proficiency within a Windows-based environment is required.

  • Experience with or have the ability to learn a Customer Service Information database.

  • Ability to learn Mobile Dispatching Software proficiently.

  • Capable of multi-tasking effectively essential.

  • Accountability for a high level of customer service.

  • The ability to work with a wide variety of personalities without conflict is essential.

  • Must be available to work non-traditional hours as needed.

  • Ability to work from written and verbal instructions.

  • Detail oriented and organized with an excellent work ethic.

  • Use good judgment and decision-making skills.

  • Excellent communication skills - verbal and written.

  • Speak clearly, both in person and by telephone, using a high level of verbal and listening skills.

  • Ability to read and comprehend simple instructions. Ability to effectively present information one-on-one and in small group situations.

  • Able to remain calm under pressure.


The mental and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental Requirements: Ability to understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Ability to apply common sense in performing job functions, usually within a set of rules or guidelines.

While performing the duties of this job, the employee is continuously (67% or more) required to: use fingers and hands, communicate, and have close visual acuity. Employee is frequently (34-66%) required to: reach, push/pull, ascend/descend stairs, position self to access lower items, and move about the office. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable, and timely attendance.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or continuously to lift, carry, push, pull or sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work environment: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise level. No travel is required for this role.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the collective bargaining unit agreement will apply.

About our Company:We are a customer focused, growth-oriented utility company that is devoted to our communities. We have a mission to improve life with energy and a vision to be the energy partner of choice. Our diverse culture sparks unique perspectives, opening doors to new ideas and possibilities. Based in Rapid City, South Dakota, we have over 2900 employees and serve 1.2 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package:annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, military leave differential pay, paid holidays and annual floating holidays, company paid short term and long term disability, paid maternity and paternity benefits, health and wellness program, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check.

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

EOE, Including disability/vets.