Customer Contact Specialist

Posting End Date:

March 25, 2025

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

Enbridge Gas North Carolina is hiring Customer Contact Specialists who can provide excellent customer service skills and represent the company as the central point of contact for our Customer Contact Operations Center. We are looking for outstanding employees who share our vision to be the best in everything we do, from safe and reliable operations to innovative solutions and complete team commitment and dedication to our values!

Are you interested? Apply today!!

Here’s what you will do:

• Utilize customer information systems.

• Answer customer inquiries regarding billing, payment, credit, rates, and service requests.

• Input pertinent residential and commercial customer account information.

• Assess customer needs.

• Generate a variety of service order requests.

• Assist customers with credit difficulties and termination notices.

• Using clearly defined rules and guidelines, negotiates payment plans that meet regulatory requirements, and makes appropriate referrals to internal or external departments/agencies for additional assistance.

• Determine and document security deposits for new accounts within established guidelines.

• Promote, explain, and set up programs available to customers.

• Answer emergency calls and issues appropriate orders.

• Seek advise on problem areas and refer escalated or highly complex issues to appropriate next level personnel.

Who you are:

You have:

• A High School diploma/Ged with up to 2 years of Customer Contact Operations experience.

• Basic interpersonal/communication skills in person, by phone/in writing.

• Must have basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).

• A basic understanding of organization/department/section policies/procedures.

• A basic understanding of billing, rates, credit, energy usage, and customer accounts.

• Basic organization/time management skills.

You can:

• Retrieve items either alphabetically/numerically.

• Work independently & as a team member.

• Demonstrate ability to de-escalate a call with irate and difficult customers.

• Identify and resolve basic routine issues.

• Must be able to work varying shifts, nights, weekends and during emergency situations.

Working Conditions:

• Office Work Environment – between 76 -100%.

• Customer Contact Specialists will be expected to work the first 6 months of employment in the office full time. At the end of the first 6 months, the candidate may be able to work remotely full time based on performance. Remote work availability may change based on business needs.

• Domestic Travel Up to 25%.

Dominion Legacy Pay Grade – N33

Physical Requirements include but are not limited to:

Grasping, kneeling, light – moderate lifting (objects up to 20 pounds), reaching above shoulder, repetitive motion, typing, sitting, standing, visual requirement (able to see screens, detect color coding, read fine print), hearing requirement and the ability to sit at a computer for long periods of time.

Mental Requirements (Both Field & Office) include but are not limited to:

Ability to: understand, remember and apply oral and/or written instructions or other information, understand complex problems and collaborate/explore alternative solutions, organize thoughts and ideas into understandable terminology, organize and prioritize work schedule on a short-term basis, make decisions which have moderate impact on the immediate work unit and monitor impact outside this area, understand and follow basic instructions a