Customer Service Relations Specialist (Charleston Contact Center)
Customer Service/Call Center
5038 Mabeline Rd
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Customer Service Relations Specialist (Charleston Contact Center) Date:May 17, 2019 Location:North Charleston, SC, US, 29406 Company:Dominion Energy Nearly 7.5 million customers in 18 states energize their homes and businesses with electricity or natural gas from Dominion Energy (NYSE: D), headquartered in Richmond, Va. The company is committed to sustainable, reliable, affordable, and safe energy and is one of the nation's largest producers and transporters of energy with about $100 billion of assets providing electric generation, transmission and distribution, as well as natural gas storage, transmission, distribution, and import/export services. As one of the nation's leading solar operators, the company intends to reduce its carbon intensity 60 percent by 2030. Through its, as well ase and other programs, Dominion Energy contributed more than $30 million in 2018 to community causes throughout its footprint and beyond. Please visit, to learn more. Diversity is linked to every aspect of our business to include how we attract, develop and retain our future talent. An inclusive environment encourages the coming together of different talents, thoughts and energies. The company's commitment to employing military veterans through the Troops to Energy Jobs program is one way we are able to ensure workforce diversity. At this time, Dominion Energy cannot transfer nor sponsor a work visa for this position. This position does not offer relocation assistance. Job Summary SCANA is now Dominion Energy! If you have a passion for exceeding customer expectations and enjoy a challenging, fast paced, and unscripted contact center environment, Dominion Energy wants to hear from you!We are seeking motivated, reliable and friendly Customer Relations Specialists to join our award-winning Customer Service team that supports two of our energy subsidiaries, Dominion Energy South Carolina and Dominion Energy North Carolina. These positions beginJuly 22, 2019and are located at theCharleston Contact Center located in North Charleston, SC. This position is in a 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. + 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. To prepare our new hires for these responsibilities, we will provide extensive training. During this time, if hired, you will learn about the Dominion Energy South Carolina and Dominion Energy North Carolina businesses through guided, interactive classroom training that will include testing at certain intervals to monitor your progress and real-world examples to apply what you've learned. After the training process is complete, you will be assigned your permanent shift based on your individual preference, shift availability, and overall performance during training. Additionally: + Starting pay is$15.97per hour if non-bilingual and$16.97per hour if bilingual. + Eligibility for performance-based increases every 6 months for the first 2 years of employment. + An additional $1 per hour shift differential will be paid for eligible shifts (shifts with majority hours falling after 2pm). + Dominion Energy offers competitive benefits to all full-time employees, many from day one of employment. These benefits include medical, dental, vision, life insurance, short- and long-term disability, 401(k) retirement savings plan and Paid Time Off (PTO). There is also the flexibility to shift trade or work overtime if available. #LI-MT1 Required Knowledge, Skills, Abilities & Experience + Preferred 2+ years of experience working directly with customers either face to face or over the phone. + Must have strong communications and interpersonal skills. + 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, tract customer payment arrangements, evaluate data and makes 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 12 weeks of classroom and on the job training Monday - Friday 8:00 am - 5:00 pm. After training you will have the option to bid on available shifts from Monday - Friday between the hours of 7am - 9pm, based on your overall performance during training and individual preference. + 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. + Proficient in operating computer systems. + Basic math, general accounting principles and analytical skills. Preferred Qualifications + Preferred 2+ years of experience working directly with customers either face to face or over the phone. + Associates Degree in business or a related field + Bilingual skills in Spanish and English Basic Qualifications + 1+ years of experience working directly with customers either face to face or over the phone. + High school diploma accredited by an organization that is recognized by the Council for Higher Education Accreditation or one of the entities recognized by the U.S. Dept. of Education or GED. + 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 work any shift between the hours of 7am - 9pm, Monday - Friday. Education Requirements Completion of High School Diploma or equivalent (i.e., GED) accredited by an organization that is recognized by the Council for Higher Education Accreditation or one of the entities recognized by the U.S. Department of Education Working Conditions Test Description Talent Forward - 1st Screen, 1st Scribe, and CC Audition Modules Competencies SAFETY FOCUS Other Information 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. 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, PTO, 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. Nearest Major Market:Charleston South CarolinaNearest Secondary Market:South CarolinaJob Segment:Sustainability, Customer Service, Energy, Bilingual Associated topics: call center, client, customer order, customer service, customer service representative, guest, help desk, phone call, service representative, telephone
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.