Customer Contact Specialist

Posting End Date:

November 11, 2024

Employee Type:

Regular-Full time

Union/Non:

This is a non-union position

The Enbridge Gas Utah Team (previously Dominion/Questar) is excited to welcome Customer Contact Specialists onto the team!

Are you looking to embark or continue to grow in your customer service career with an outstanding organization? Then look no further as we have the perfect opportunity for you.

Our Customer Contact Specialist is the central point of contact for the company’s Customer Contact Operations Center assisting customers with a variety of needs.  We encourage you to apply today to be considered for this outstanding opportunity!

What you will do:

• Use customer information systems to 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
• Use clearly defined rules and guidelines
• Negotiate payment plans that meet regulatory requirements
• Make appropriate referrals to internal or external departments/agencies for additional assistance
• Determine and detail 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 advice on problem areas and refer advanced or highly complex issues to appropriate next level personnel

Who you are:

You have:

• 0-2 years of Customer Contact Operations experience along with a High School Diploma/GED
• The ability to deal with irate and difficult customers to identify and resolve basic and routine issues
• A basic understanding of billing, rates, credit, energy usage, and customer accounts in addition to department/section policies and procedures

You can:

• Type while being able to retrieve items either alphabetically/numerically as you work independently and as a member of a team
• Work varying shifts to include nights, weekends and during emergency situations
• Exhibit effective listening skills and exercise the ability to read and concentrate

You are:

• An excellent written and verbal communicator with strong interpersonal skills in person, over the phone and in written correspondence
• Proficient with computers and have basic knowledge of: Customer Information Systems and Microsoft office products such as Word, Excel and Outlook  
• Able to show organization and time management skills

The following are considered assets:

• Bi-lingual English/Spanish speaker ($1/hr. language pay differential)

Working Conditions:

• Work performed in typical office environment 100% of the time
• Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. This role will be a work from home opportunity if internet requirements and metrics are met with a typical schedule being 9:30am-6:00pm. Required training will be in person for a 2-week timeframe #topemployer

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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