Customer Experience Rep II​/Bilingual Customer Experience Rep

Customer Experience Rep II / Bilingual Customer Experience Rep I

Join to apply for the Customer Experience Rep II / Bilingual Customer Experience Rep I role at Unitil

1 week ago Be among the first 25 applicants

This range is provided by Unitil. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$25.00/hr - $25.00/hr

More than a utility company, Unitil provides energy for life. Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor‑owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. Unitil is committed to promoting diversity through initiatives that value our employees.

Take advantage of a comprehensive benefits package. Unitil offers competitive salaries, a consumer‑driven health plan, dental and vision coverage, flexible work, company‑paid holidays, a robust, highly competitive retirement plan and educational assistance.

Note:

Benefit offerings may differ between union and non‑union employee groups.

Effectively and professionally communicate with customers, client companies and co‑workers over the phone, web, social media and e‑mail, in accordance with department standards and goals to ensure the Company satisfactory meets their needs. Ensure that customers are consistently provided with prompt, accurate and courteous service. Communicate effectively with others within the department and cross‑functional areas, in order to foster a positive working environment.

Assist and contribute to improved processes and procedures, in order to efficiently and accurately respond to customers and client companies. Successfully resolve directly, or coordinate the resolution of, routine customer issues and complaints, in a timely manner.

• Our Call Center is located in Concord, NH and training is conducted on site, transitioning to a hybrid model thereafter.
• We are subjected to randomized drug testing, one of which is administered on the day of hire. This is due to the gas emergency/leak and carbon‑monoxide calls that we take, which puts us into the same category as NH DOT workers. This is a federal regulation, not a state regulation.

• Regular business:
  Monday through Friday, 7am – 7pm
• Emergency business:
  Monday through Friday, 5am – 7am & 7pm – 10pm
• Saturday & Sunday: 8am – 4pm

• Your assigned shift after the completion of training will be 8.5 hours long (a half hour unpaid lunch and two 15‑minute paid breaks), and could fall anywhere within the operating hours outlined.
• An 11‑hour Storm Shift (two 15‑minute paid breaks and 1‑hour unpaid lunch) is assigned upon hire and is worked during any Emergency Response Plan as the result of electrical and/or gas emergencies.
• Holiday coverage is provided on a volunteer basis.

• There is an On‑Call Schedule that, on a rotating basis, one week at a time, would require you to provide stand‑by coverage for emergency situations and needs, should they arise.

70% of Time

• Respond and communicate promptly to customer inquiries through various communication channels.
• Acknowledge and resolve customer complaints.
• Process all customer requests in accordance with all policy and procedures.
• Communicate and coordinate with peers and supervisors as necessary.
• Provide feedback on the efficiency of the customer service processes.
• Ensure customer satisfaction and provide professional customer support.
• Follow call calibration guideline expectations to ensure customer satisfaction and one‑call resolution.
• Contribute to the team and help foster an atmosphere of support by applying Unitil core values.
• Maintain a positive, empathetic and professional attitude toward customers at all times.

20% of Time

• Effectively and accurately acknowledge and resolve all customer interactions, transactions,…