Customer Service Representative - North Shore, Pittsburgh Job Location

US-PA-(North Shore) Pittsburgh Job ID 2022-2085

About us

Over 130 Years in Pittsburgh. Daytime Hours. Great Benefits from Day 1. Starting rate is over $17.38 per hour. In 18 months could move to $22.50 an hour If you're looking for a Stable and Reliable career with a Growing utility company with over 130 years of serving Western Pennsylvania... We are looking for you to join our Home Town team! Do you have stellar customer service skills? A passion to help your community? Experience working in a fast paced environment?

Peoples offers a competitive benefit package including paid time off, consistent work schedules, opportunities for advancement, & more! At Peoples, we are more than just an energy provider. We are a company that is truly passionate about serving our community and Making Lives Better.

Peoples Natural Gas is an energy company in Pennsylvania, providing Western Pennsylvania with clean, safe and reliable natural gas for more than 130 years and has a combined workforce of almost 1,300 employees.  Peoples has been a committed partner and leader in the natural gas industry, currently providing reliable energy to more than 700,000 customers.  Our mission of Making Lives Better is redefining the way we serve our customers.  We are committed to being an environmental leader utilizing technology and innovation to create cleaner, more reliable energy sources.

Our employees are rewarded with the opportunity for advancement and to gain experience in a variety of interesting roles.  We offer a competitive salary, annual bonus program and a comprehensive benefits package.  Health benefits are comprised of medical, dental and vision coverage, including the option for family coverage.  In addition, employees are compensated with vacation, paid holidays, sick pay, life insurance, LTD insurance, retirement plans, tuition reimbursement and much more.

Peoples is an affirmative action/equal opportunity employer dedicated to the goal of building a culturally diverse and inclusive workforce.  We strongly encourage applications from women, minorities, individuals with disabilities and veterans.  Employment decisions are based upon job-related reasons, regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status or any other status protected by law.

Peoples Natural Gas is committed as an equal opportunity employer.  To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals, including, but not limited to: Family members cannot result in a supervisor/subordinate reporting relationship Family members cannot work in the same department

Job Summary

Associate Customer Service Representative:

Our Customer Service Representative will be responsible for satisfying a broad array of customer needs, resolving routine to complex billing issues, adhering to PUC guidelines and performing and maintaining credit and collection activities. Individuals will need to exercise judgment within a framework as established by supervision.  This position provides an opportunity to progress to higher levels with experience.

Duties of this position include: Answer inbound calls, and when required make outbound customer calls. 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. Identify, review and resolve complex billing issues including errors.  Perform credit identification for new applicants Schedule service orders to address service issues including emergency orders. Assessing customer needs and educating customers on procedures and services.  Clarify information, research every issue and provide solutions and alternatives. Enter customer meter reads utilizing complex SAP system to identify, track and document correspondence, issues, actions, and resolutions. Provide administrative and clerical support as needed within the Customer Service Center. Successful candidates will possess the following knowledge and skills: Excellent PC skills including mouse navigation, computer software skills (such as Microsoft Office). Able to operate computerized and standard office equipment. Must be proficient in all computer applications including Outlook email. Ability to work and multi-task in a high volume and fast paced environment. Excellent written & verbal communication & interpersonal skills; able to address complex customer needs and determine appropriate action independently. Strong negotiations skills to resolve problems. Ability to utilize multiple screens and systems to resolve customer inquiries. Able to follow procedures, process work load and help customers, while using independent thinking and good judgment. Organized, detail oriented, exercise discretion while operating within complex PUC regulatory requirements. Must be flexible & able to maintain professional disposition during diverse & stressful conditions. Reliable, regular attendance is an essential function of this job.

Basic Qualifications

Minimum qualifications: A high school diploma or equivalent and related customer service experience required. Associates degree preferred. Effective communication skills and the ability to communicate in a concise and effective manner is also required Must successfully complete company customer service and typing test administered during pre-employment process. Must successfully complete related Company pre-employment extensive background check including DOT drug testing