South Jersey Industries Customer Service Representative II in Green Lane Division, New Jersey
The purpose of this position is to handle complex customer questions, complaints, collections, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. The incumbent works in a high volume, fast paced, and multi-tasking environment, takes ownership customer requests for service via telephone, online chat, fax and email. Responsible for regulatory and budget compliance and compliance with work policy, practices, and procedures. This position will also respond to mail, fax, and email correspondence from customers on a rotating / as needed basis independent of telephone work.
High School Diploma or GED. BA/BS degree or working towards degree preferred.
1-2 years experience in customer service. 1-2 years utility experience; or equivalent academic education and work experience preferred.
Availability to work flexible schedule which includes all hours of customer care center operations.
Computer use - basic proficiency and excellent keyboarding skills
Ability to multi-task (Including talking with customers on the phone and using computer systems)
Customer Service and interpersonal skills
Time Management – Maximizing available time to its highest purpose while achieving objectives
Oral Comprehension – the ability to listen to and understand information and ideas presented through spoken words (listen for what’s not being articulated, listening for agreement, etc.)
Solid problem-solving skills
Answer customer requests or inquiries concerning services, products, billing, claims, and reports problem areas.
Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information.
Provide information related to outside assistance and other options.
Respond to service policy, rate questions, and billing inquiries.
Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and decide for payment of past due bills, final bills, and returned checks.
Coordinate work requests with appropriate departments and service centers; informs customers of actions taken.
Report service disruptions (vendor, process, systems)
Adhere to established policy, procedure and quality standards within service standards or metrics for work performed
Performs other duties as assigned
Sitting, reaching, extensive use of hands
Environmental Working Conditions:
Normal office environment
Business Travel Required: None
Identifies and seizes opportunities
Displays a can-do attitude in good and bad times
Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
Meets expectations and requirements of internal and external customers
Earns customers’ trust and respect and establishes good customer relationships
Builds strong customer relationships and delivers customer-centric solutions
Seeks first to understand then to be understood
Chooses the right places, times, and approaches to interact with individuals and groups
Relating openly and comfortably with diverse groups of people at all levels
Seeks to understand different perspectives and cultures
Contributes to a work climate that values and supports differences
Ensures that different experiences, styles, backgrounds, and perspectives are leveraged appropriately
Values learning, change and seeks situations to increase one’s knowledge
Continually looks for ways to expand technical, functional and/or leaderships capabilities
Creates new and better ways for the organization to be successful
Explore the Possibilities
If you're looking to make an impact, South Jersey Industries is the perfect place. For interns, college graduates, or experienced professionals, at South Jersey Industries we look for enthusiastic, talented professionals at every level of our enterprise. From call center representatives with excellent people skills to engineers with the vision and expertise to design tomorrow’s energy infrastructure, we know that our people fuel our success. We take pride in recruiting the best talent available for every facet of our business. Explore the possibilities. You'll be sure to find an opportunity that piques your interest.
We are committed to developing and implementing innovative projects that increase energy efficiency and save clients money
We provide an opportunity to build a successful and rewarding career in a variety of functional business areas
We foster individual talents and abilities while promoting the value of teamwork
Our culture prepares you for a lifetime of learning and professional development
Equal Opportunity/Affirmative Action Employer
South Jersey Industries (NYSE: SJI), an energy services holding company based in Folsom, NJ, operates its business through two primary subsidiaries. South Jersey Gas, one of the nation's fastest growing natural gas utilities, delivers clean, efficient natural gas and promotes energy efficiency to over 365,000 customers in southern New Jersey. SJI's non-regulated businesses, under South Jersey Energy Solutions, promote efficiency, clean technology and renewable energy by developing, owning and operating on-site energy production facilities ' including Combined Heat and Power, Solar, and District Heating and Cooling projects; acquiring and marketing natural gas and electricity for retail customers; providing wholesale commodity marketing and risk management services; and offering HVAC and other energy-efficiency related services. For more information about SJI and its subsidiaries, click here.