Customer Service Representative

United Talent Staffing is seeking Customer Service Representatives (CSR) FOR FUTURE OPPORTUNITIES to join the Hope Gas team at their Morgantown, WV location.

This position will perform all the duties incidental to the operation of the Customer Contact Center with handling call volume from our customers.

Primary Responsibilities

• Satisfying a broad array of customer needs, such as the ability to explain and resolve routine billing issues. Complex issues will route to our back office.
• Adhere to the WV Public Service Commission Utility guidelines while performing and maintaining routine credit and collection activities.
• Independently respond to and resolve customer questions, concerns, and complaints via calls and correspondence.
• Provides prompt and accurate service to promote an excellent customer experience while utilizing complex computer systems.
• Use precise judgement and review of accounts to establish one call resolution for the customer.
• Guidance for customers who may have trouble navigating the self-service customer portal.
• Ability to analyze accounts to answer customer inquiries regarding billing, credit, payments, rates, high bill complaints, service requests, electronic equipment issues and other customer related topics.
• Offer and explain all assistance programs.
• Carefully select, create, and schedule a variety of service order requests and understand the differences of service orders such as equipment access, customer change move in / move out requests, changing, rescheduling, or updating orders, credit orders, account transfers, and other orders as needed.
• Promote, explain, and set up budgets and payment plans.
• Agent should be able to read a Hope Gas Bill and analyze the customer’s account if they have any questions or concerns on the billing invoice such as usage-based charges, miscellaneous charges, debits, credits, or adjustments.
• Must be flexible and able to maintain professional disposition during diverse and stressful conditions.
• Assessing customer needs and educating on procedures and services.
• Clarify information, research every concern, and provide solutions / alternatives.
• Use complex SAP system to identify, track and document correspondence, issues, actions, resolutions and enter customer meter reads.
• Provide administrative and clerical support as needed within the Customer Service Center.

Required Qualifications

• Must possess and maintain a valid driver’s license.
• Must be proficient in computer applications including Microsoft Office, SAP, and phone applications.
• Ability to work and multitask in a high volume and fast paced environment.
• Excellent written, verbal, and interpersonal communication skills; able to address complex customer needs and determine appropriate action independently.
• Strong negotiation skills to resolve problems.
• De-escalate situations involving dissatisfied customers, while offering patience and support.
• Organized, meticulous, and must exercise discretion while operating within complex PSC regulatory requirements.
• Must be flexible and able to maintain professional disposition during diverse and stressful conditions.
• Reliable, regular attendance is an essential function of this job.
• Must be available to participate in a 6-week company sponsored comprehensive training on internal company SAP systems, as designated by the company.

Main Qualifications

High school diploma or equivalent, and related customer experience required.

Reporting to : Manager Customer Contact Center

UGWU Local 69

Benefits : Medical, Rx, Dental, Vision, HSA, FSA, 401K, LTD, Life, Vacation, Holidays, and a whole lot more!

About Hope Gas : Hope Gas is a natural gas distribution company proudly providing service to more than 111,000 residential, industrial, and commercial customers in the beautiful Mountain State of West Virginia.

Hope Gas is headquartered in Morgantown, West Virginia and is a part of the Hope Utilities family of great businesses.