Representative, Customer Solutions

Summary

Spire is seeking a driven, dedicated, and dependable Customer Solutions Representative to assist with our customers’ needs. You can expect to assist our customers with order to start, stop, or transfer gas service, pay their bills, diagnose, and resolve complex billing issues, and promptly schedule emergency service orders. As a representative, you’ll gain an understanding of the processes involved in the journey of natural gas from the supplier through Spire’s distribution pipelines to the natural gas meter at the customers’ home.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

 

And we find the best by hiring those who share our values of drive, safety, inclusion, and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission, and culture to life:

 

• We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance.
• We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger.
• We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.
• We care: We treat people how we want to be treated, listen closely, and do what’s right, even when it’s hard.

 

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected, and valued.

Duties and Responsibilities

• Effectively handles incoming calls and emails regarding customers’ gas service.
• Responsible for the proper handling of both emergency and non-emergency incoming and outgoing customer contacts.
• Diagnoses and resolves complex billing and payment issues.
• Responds to a wide range of clerical duties in the Customer Experience department.
• Performs expected job behaviors while exceeding quality and performance expectations.
• Effectively handles customer requests and resolves customer complaints through Company policies and procedures, exercising good judgment and remaining in compliance with the Public Service Commission.
• Regular attendance as scheduled (including adherence to scheduled breaks and lunches).
• Other duties as assigned.

Essential Characteristics and Competencies

• Ability to multitask as needed, to handle multiple issues at one time.
• Ability to listen attentively to gain the proper information.
• Ability to stay focused around other distractions as needed to prioritize daily work, ensure customer safety, and handle emergency situations in a timely manner.
• Ability to lead by example in support of the essential Behaviors and values.
• Ability to work as part of a team and display a positive attitude for a fast-paced, dynamic environment.
• Ability to manage time effectively to meet company and individual goals and deadlines.
• Strong interpersonal skills with the proven ability to build and establish rapport with a diverse array of people.

Supervisory Responsibilities

None

Required Education (certifications, licenses)

• High school diploma or equivalent, required.

Required knowledge, skill and abilities

• Strong and clear verbal and written communication skills.
• Problem solving and critical thinking skills.
• Ability to maintain composure in high-pressure situations.
• Results driven and Goal oriented.
• Possess extreme attention to detail.
• Understanding of Microsoft Office programs (Word, Excel, Outlook, Teams) and other computer-based tools.

Physical demands, environment and schedule

• Full Time, Non-Exempt / Hourly, 8 hours per day, Monday thru Friday.
• Hybrid work schedule (3 days in office, 2 days at home).
• Training schedule: 8 weeks, in office required.
• Work performed in a shared office environment.
• Work is normally performed in a moderately noisy open office environment.
• Occasional overtime or after-hours work as needed.

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com.

The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classific