Customer Service Representative at South Jersey Industries in Atlantic City, NJ

Job description

• A career in Customer Service will provide the opportunity to support customer inquiries. This typically includes ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively, in a timely manner and in accordance with the consumer laws.
• Roles within Customer Service are responsible for providing the best possible service in relation to billing inquiries, credit and collection, customer financial assistance programs, service requests (usually related to gas turn-ons), suggestions, complaints, customer verification, as well as social media interactions. This includes ensuring accurate information is relayed at the call centers and customer service walk-in centers. The team is responsible for tracking BPU complaints and other mandated customer experience metrics.
• Local 76 opening -
• Days & Hours: New hires into this position may be required to work 8 or 10-hour schedules with start times determined at the discretion of the company. Please note our call center hours of operations are 7am- 8pm Monday through Friday. The successful candidate may be required to travel and work in locations other than the Customer Care Center, as determined by the Company.
• Starting Rate - $20.13

Responsibilities

• Addresses and responds to all customer inquiries.
• Utilizes Company Systems to complete transactions needed to maintain and establish customer account and billing records.
• Provides overall satisfactory customer service experience.
• Answer all customer inquiries; in person, verbal, and written in accordance with Company and BPU policies.
• Process To Do types as described in the company’s internal CIS system.
• Prepare transactions needed to establish and/or update customer account/ billing record, meter and service work order activity, gas leaks, merchandise loans, deposits and budgets.
• Address and respond to incoming correspondences.
• Discuss with customers collection activity, payment arrangements, assistance programs, and overdue balances.
• Process, post, and balance incoming customer payments.
• Assist in training of other Customer Representatives as directed by Supervision.
• Perform other customer service and clerical related duties as required by Supervision.

Requirements

• High School Diploma
• Applicants must pass basic skills test
• Call center experience
• Prior job experience meeting KPIs
• Bilingual
• Industry Experience: Banking, Sales, Mortgage, Utility, Medical Administration, Dispatcher, Military
• Hard Skills
• Microsoft Office
• Ability to operate multiple systems at once
• Critical Thinking skills
• Soft Skills
• Ability to deal w/ general public
• Ability to answer questions and resolve issues quickly
• De-escalation skills
• Ability to function in high pressure environment
• Ability to process and retain a lot of information
• Exceptional organizational skills
• Ability to work in team environment
• Ability to work “in the gray”
• Self-sufficient
• Independent
• Resourceful
• Comfortable adhering to a schedule where every minute is accounted for

Skills

Required

• Microsoft Office
• Critical Thinking skills
• Ability to deal w/ general public
• De-escalation skills
• Exceptional organizational skills
• Ability to work in team environment
• Ability to work “in the gray”

Preferred

• Self-sufficient
• Independent
• Resourceful

Benefits

• SJI offers a competitive and comprehensive benefits package to eligible employees.
• Flexible vacation, Paid Time Off, and Sick Leave package
• Comprehensive Health, Dental, and Vision Insurance
• Short-term and Long-term Disability Insurance
• 401(k), with generous company match
• Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment.
• Start Rate - 20.13 USD
• We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience.