South Jersey Industries Customer Service Representative II in United States

Basic Function:

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.


Education:

  • Required:

  • High School Diploma or GED

  • Preferred:

  • BA/BS degree or working toward

    Type of Experience Required:

  • Required:

  • 1-2 years experience in customer service

  • Availability to work flexible schedule which includes all hours of customer care center operations

  • Preferred:

  • 1-2 years utility experience Or Equivalent academic education and work experience. BA/BS degree or working toward

    Qualifications/Skills:

  • 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

Essential Functions:

  • 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

    Physical Requirements:

  • Sitting, reaching, extensive use of hands

Environmental Working Conditions:

  • Normal office environment

    Business Travel Required: No

Competencies:

Action Oriented

  • 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

Customer Focus

  • 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

Interpersonal Savvy

  • 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

Valuing Differences

  • 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

Cultivates Innovation

  • 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.