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Customer Experience Representative I (DESC/DENC-Gas)

Company: Dominion
Location: Cayce
Posted on: June 11, 2021

Job Description:

At Dominion Energy we love our jobs. That's right. Love. Every day we go to work filled with passion to be excellent, to creatively problem solve and to innovate. These are exciting days for energy companies, and Dominion Energy aims to shape the future of energy in America. We are looking at all of our work with fresh eyes, retooling everything we do, in every part of the company, to operate more sustainably and to deliver energy more reliably than ever. We are looking for interesting, independent thinkers and doers who can help shape the culture of a forward-looking company that's proud of its rich legacy. Are you a change agent? Do you think differently? Do you want to fall in love with your job? If you answered "yes," then read on!

Job Summary

If you have a passion for exceeding customer expectations and enjoy a challenging, fast paced, and unscripted contact center environment with opportunities to work from home after completing training, Dominion Energy wants to hear from you! We are seeking motivated, reliable and friendly Customer Experience Representatives to join our award-winning Customer Service team which supports multiple energy markets with Dominion Energy. These positions begin July 19th 2021 and will be located in our Cayce SC contact Center for all training with opportunities to work from home for those who would prefer once training has been completed. This position is in a 24/7 contact center and provides and administers company products and services to electric, gas, and appliance protection plan clients through a broad range of inbound, interactive voice response (IVR), and web-based interaction services. We are seeking candidates to fill multiple shifts including normal business hours, evening hours and overnight shifts. As an additional incentive, non-core hour shifts come with additional shift differential pay.Creates customer loyalty by ensuring high quality customer service at a reasonable cost, interpretation and response to customer inquiries, and improved customer relationships.Supports and actively participates in Emergency and Business Recovery efforts during system failures and natural disasters.As a critical part of our company's promise to customers, our team of resourceful problem-solvers will respond to a high volume of inbound customer calls and process data using our online Customer Information System.Issues orders for energy-related services.Takes a positive and empathetic approach to assisting customers with a variety of inquiries regarding their essential need for natural gas and/or electric services.We provide extensive interactive classroom training for approximately 14 weeks.Additionally: Competitive pay and benefits,Shift differential will be paid for non-core hour shifts. Shifts are designed to complement a good work life balance and include 4 days / 10 hours or 5 days / 8 hours each. Dominion Energy offers competitive benefits to all full-time employees, many from day one of employment. These benefits include medical, dental, vision, life insurance, long-term disability, 401(k) retirement savings plan, sick pay and vacation. There is also the flexibility to shift trade or work overtime if available.

Required Knowledge, Skills, Abilities & Experience

* 0-2 years of related experience. * Must have strong communications and interpersonal skills. * Must have reliable transportation and demonstrated dependable attendance. * Must be able to: interpret accurately and respond timely to inbound and/or web-based customer inquiries regarding company products and services to facilitate issuing orders for service, track customer payment arrangements, evaluate data and make credit decisions, process applications for service, and collect delinquent accounts. * Ability to serve on-call, typically 2-3 scheduled weeks per year. Additionally, will be required to work during times of severe weather events and emergency situations, including periods of high call volume. * Ability to attend approximately 14 weeks of classroom and on the job training Monday - Friday 8:00 am - 5:00 pm. After training you will receive a shift based on your overall performance during training. * Strong verbal and written communication ability across multiple communication channels. * Excellent listening skills and the ability to demonstrate empathy to help our customers. * Ability to multi-task to resolve concerns quickly and accurately.

Education Requirements

Education Level:

Degree or an equivalent combination of education and demonstrated related experience may be accepted in lieu of preferred level of education:

High School, GED

Licenses, Certifications, or Quals Description

Working Conditions

Office Work Environment 76 -100%

Travel Up to 25%

Other Working Conditions

Test Description

No Testing Required

Export Control

Certain positions at Dominion Energy may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

Other Information

We offer excellent plans and programs for employees. Employees are rewarded with a competitive salary and comprehensive benefits package which may include: health benefits with coverage for families and domestic partners, vacation, retirement plans, paid holidays, tuition reimbursement, and much more. To learn more about our benefits, click here

Dominion Energy is an equal opportunity employer and is committed to a diverse workforce. Qualified applicants will receive consideration for employment without regard to their protected veteran or disabled status.

You can experience the excitement of our company - it's the difference between taking a job and starting a career.


Keywords: Dominion, Columbia , Customer Experience Representative I (DESC/DENC-Gas), Other , Cayce, South Carolina

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