Experienced Customer Care Representative I – Hybrid Work Environment with Competitive Compensation and Incentives

Introduction to blithequark

blithequark is a leading natural gas and electric utility company dedicated to providing reliable, safe, and affordable energy to over 700,000 customers across 45 counties in Pennsylvania and 1 county in Maryland. With a strong commitment to being a responsive and engaging energy company, blithequark prides itself on its team of over 1,700 employees who strive to exceed customer expectations and make a positive impact on the communities they serve. As a customer-centric organization, blithequark is now seeking a highly skilled and motivated Customer Care Representative I to join its dynamic team.

Job Summary

As a Customer Care Representative I at blithequark, you will be the first point of contact for customers, handling a variety of incoming phone calls while adhering to company policies, procedures, and Pennsylvania Utility Commission (PUC) rules and regulations. This role requires a proactive and solution-oriented approach, with the ability to work independently and efficiently in a fast-paced environment. Successful candidates will be trained to handle complex inquiries, including gas emergencies, electric outages, new service applications, billing requests, and credit and collections inquiries.

Key Responsibilities

• Handle customer calls in a timely and professional manner, following company-provided procedures and ensuring accurate information is provided to customers.
• Demonstrate an understanding of policies and procedures to respond to customer calls, striving for reduction in the need for supervisor callbacks.
• Participate in voluntary and mandatory training opportunities to enhance skills and knowledge.
• Assist with floor training and/or shadowing opportunities when needed, contributing to the development of the team.
• Complete special assignments as needed in a timely manner, demonstrating flexibility and adaptability.
• Maintain responsible time and attendance, adhering to company policies and procedures.
• Participate in mandatory and voluntary overtime as needed, ensuring seamless customer service delivery.

Essential Qualifications

To be considered for this role, candidates should possess:

• High School Diploma or equivalent.
• Minimum of 1 year of experience in a customer service environment, preferably in a utility company setting.
• Intermediate proficiency in Microsoft Office Suite.
• High level capacity for multitasking independently and on a computer.
• Excellent verbal and written communication skills, using appropriate grammar, tone, and pronunciation.
• Exceptional organizational and time-management skills, with the ability to prioritize tasks and manage multiple responsibilities.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience with SAP CRM and ECC systems.
• Previous experience working for a utility company, with a thorough understanding of PUC rules and regulations, including Chapter 56 and Chapter 14.
• Familiarity with blithequark policies and procedures.

Skills and Competencies

To excel in this role, candidates should possess:

• Strong problem-solving and analytical skills, with the ability to think critically and creatively.
• Excellent customer service skills, with a focus on delivering exceptional customer experiences.
• Strong communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
• Ability to work in a fast-paced environment, with a high level of adaptability and flexibility.
• Strong attention to detail, with a focus on accuracy and quality.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Care Representative I, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge.
• Opportunities for career progression, with a clear path for advancement.
• Annual performance reviews and merit increases, recognizing your contributions and achievements.
• Eligibility for promotion consideration after 2 years of service, with demonstrated successful progression and performance.

Work Environment and Company Culture

blithequark offers a dynamic and supportive work environment, with a strong focus on teamwork and collaboration. As a hybrid role, you will have the opportunity to work from home and in the office, with a flexible schedule that balances work and personal life. Our company culture is built on a foundation of:

• Respect and inclusivity, with a commitment to diversity and equal opportunities.
• Open communication and transparency, with regular feedback and coaching.
• Recognition and reward, with a focus on celebrating employee achievements and contributions.

Compensation, Perks, and Benefits

blithequark offers a competitive compensation package, with a starting rate of $19.00 per hour. In addition, you will be eligible for:

• Trainee incentive up to $500 after successful completion of training.
• Additional incentives up to $250 per month for achieving or exceeding all scorecard metrics.
• Comprehensive benefits package, including medical, prescription, dental, vision, life insurance, disability plans, and 401(k) matched savings plan.
• Paid vacation, company stock purchase program, wellness programs, tuition reimbursement, paid parental leave, paid volunteer time, and adoption assistance.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Care Representative I at blithequark, you will be part of a dynamic team that is dedicated to making a positive impact on the communities we serve. With a commitment to growth, development, and employee satisfaction, blithequark is the ideal place to build a rewarding and challenging career. Apply now to join our team and take the first step towards a bright and successful future!