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MDU Resources Group Position Opening at MDU Resources Group in United States

Job Summary: Energize your career and supercharge your future handling customer service calls for the gas and electric utility companies of MDU Resources Group, Inc. Our utility companies include Cascade Natural Gas Corporation, Great Plains Gas, Intermountain Gas Company and Montana-Dakota Utilities serving an 8-state region. We are currently looking for customer focused and dependable individuals interested in a full-time position in our Customer Service Center in Meridian, Idaho. SUMMARY OF DUTIES: Responsible for placing safety as #1 priority in day to day work routine for self and others. Provides extraordinary customer service and case management to handle basic customer inquiries, including new service, changes to existing service, and credit and collection activities for one utility. Responsible for properly identifying, maintaining and protecting customer accounts and information. Normally works under general supervision and given a certain degree of latitude in decision making. JOB RESPONSIBILITIES 1. Communicates verbally and in writing to customer inquiries and requests; generates required field activities for both emergency and non-emergency requests. 2. Responds to emergency calls following established guidelines and procedures. 3. Accurately documents and updates customer and premise information and customer contact notes. 4. Maintains knowledge of all PUC rules and regulations for utility service. 5. Acquires and maintains knowledge of all customer service options and programs offered, including, but not limited to, Level Pay, AutoPay, payment and online services, E-bill; energy assistance, credit/collection policies and deposit requirements. 6. Identifies, researches and independently resolves customer issues using various tools. 7. Assists in Credit and Collection processes including energy assistance, credit card payments, credit checks, deposit requirements and payment plans and arrangements. 8. Maintains knowledge and skills required to answer calls for one utility. 9. Performs other tasks and special projects as assigned. # Minimum Qualifications: Level I: High school diploma or GED equivalency. Basic knowledge of computer hardware, software and the internet. Must have knowledge and experience with Microsoft Word, including some intermediate functions. Must be able to consistently meet attendance standards. Level II: Requires customer service skills and knowledge normally acquired through a two-year degree in business or related field or two years call center experience or four years of general customer service experience. Must have a high school diploma or GED equivalency, and knowledge and experience with Microsoft word, including system navigation skills. Requires demonstrated ability to meet customer service standards and consistently meet attendance standards. # Key Skills & Competencies * Strong keyboarding and computer navigation skills. * Excellent written and verbal communication skills, including spelling and grammar. * Proven ability to think clearly in high pressure situations and make quick decisions in life threatening and other emergency situations. * Proven ability to resolve customer conflict situations while independently exercising good judgment and discretion. * Ability to maintain confidentiality of Company data and customer records. # Preferred Qualifications * Customer Service skills and knowledge normally acquired through completion of a two-year degree in a business or related field. * Bi-lingual in Spanish. # Benefits Excellent benefits package including medical, dental, vision, life insurance and 401k. Monday thru Friday schedule # Telecommute Requirements * Must be 50 miles from an Intermountain Gas District Office. * Must have access to adequate high-speed internet with a minimum download speed of 20 Mpbs, to ensure reliable, consistent connection to the company’s network without interruptions in customer service. * Able to provide a safe, ergonomic, quiet, and distraction-free home office work space. * Ability to work in an individual environment with remote support and without regular or consistent in person interaction. * Comfortable corresponding via phone and video for team interaction and development. * A department may have additional requirements that must be followed by an employee, in addition to Companywide requirements. * Professional conduct while performing the Company’s business from a location outside of the Company’s office will be held to the same standard as if the employee was in the office. While telecommuting, the employee remains obligated to comply with all job requirements and responsibilities, in addition to all Company rules, practices, instructions, applicable provisions, and policies. * Consistent with the Company’s expectations of information security for employees working at the office, employee will protect Company information from unauthorized disclosure or damage and will comply with federal, state, and Company rules, policies, and procedures regarding disclosure of public and official records. # Other Requirements * Subject to substance abuse testing program * Adherence to utility group dress code, which is a business casual environment * Ability to work any established shift, which may include emergency coverage on evenings, weekends and holidays * Adherence to utility group attendance guidelines, including no time missed during training. * Must be legally authorized to work in the United States, no sponsorships considered * Subject to pre-employment drug testing and background checks * Due to extensive training, employees are not allowed to bid outside the Customer Service Center for twelve (12) months from employment # How To Apply Apply online at Company: Montana-Dakota Utilities Co. Department: CXT Location: Twin Falls (Telecommute), ID Hiring Manager: Maria D Mills Closing Date: 06/20/2021 at 11:59pm CDT Job Type: Full-Time Entry Level: $15.20/$16.00 - $15.20/$16.00 /hour