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Customer Resolution Associate

Job Overview

Job Description

Job Specifications

Black Hills Energy is people powered and purpose driven. Our team uses the power of energy to improve life for over one million customers in 800+ communities across the West and Midwest. We seek talented, caring people who embody our core values and contribute to a culture of inclusion and growth. As an organization, we believe the best part of working on our team is our commitment to making tomorrow better than today—for our customers, communities and each other.

Position summary:

This important role works in a contact center environment, learning how to provide excellent customer service responses to all contacts in an accurate and professional manner.

Pay Range: $18.25 per hour

Reporting Relationship: Customer Contact Center Supervisor

Location: This position will be located inside our Corporate Headquarters, Horizon Point in Rapid City, SD and/or at our Fayetteville, AR office. Only local candidates will be considered in both locations.

Essential Functions:
•    Respond to customer inquiries and requests for service by researching, analyzing, entering, verifying system data, and taking appropriate action to assure accurate and timely resolution.
•    Handle emergency contacts with accuracy and urgency to ensure the safety of our employees and customers.
•    Achieve first contact resolution by reviewing accounts and negotiating with customers to meet customer needs and minimize Company risk.
•    Complete order entry and order completion of work orders.
•    Actively promote the Company’s products, programs and services.
•    Demonstrate and manage effective time utilization.
•    Be a team player.
•    Provide superior service resulting in a favorable perception of the Company.
•    Develop skills to build partnerships within the Company.
•    Develop business acumen.

Additional Responsibilities:
•    Attend ongoing classroom training and web-based learning opportunities to increase customer service skills and industry knowledge.
•    Ability to work various shifts. Shifts are assigned based on a shift bidding process conducted periodically based on business needs.
•    Ability to speak fluent English is a requirement. Ability to speak Spanish is a plus.
•    Other duties as assigned.

What Is Required:
•    High School Diploma or equivalent.

What Is Desired:
•    Prior customer service experience
•    General computer knowledge.
•    General knowledge of service delivery.
•    Ability to navigate a computerized data entry system or other relevant applications.
•    Computer efficiency, comfort with web navigation, ability to quickly navigate across multiple computer programs and systems.
•    Problem solving and discussion skills.
•    Ability to communicate accurately and timely.
•    Basic mathematical and calculation skills.
•    Ability to perform in a fast-paced, multi-tasking environment.
•    Strong interpersonal skills with ability to work in an internal team and virtual team environment that shares common goals and daily expectations.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

About our Company: We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package!  Annual discretionary bonuses, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, generous paid time off benefits, including paid holidays and parental leave, company paid life insurance and disability benefits (short and long term), critical illness, accident & group hospital insurance, pet insurance, an employee assistance program and well-being benefits, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check.  If there is anything that may show up in these reports that may conflict with the position requirements, feel free to contact the Black Hills Energy recruiting team at jobs@blackhillscorp.com. 

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.  If you require reasonable accommodation, please visit  careers.blackhillsenergy.com for more information.