Field Resource Center Associate

Job Details
$18.80 – $28.46 an hour1 hour ago
Benefits
  • Wellness program
  • Dental insurance
  • Health insurance
  • Disability insurance
  • 401(k) matching
Qualifications
  • Customer service
  • Windows
  • Communication skills
  • High school diploma or GED
Full Job Description
Job Specifications

With the use of verbal and written correspondence, this meaningful role will assist both internal and external customers. Receiving incoming telephone calls from customers and/or field personnel needing assistance with existing accounts, establishing service, and repair service requests. Identifying emergency situations, crafting the appropriate order and routing to appropriate technician when applicable.

PAY RANGE/GRADE: $18.80 – $28.46 per hour / Grade 43 (Determined by the knowledge, skills and abilities of the applicant.)

REPORTING RELATIONSHIP: Field Resource Center Supervisor

LOCATION: Fayetteville, Arkansas

ESSENTIAL JOB FUNCTIONS:
Handle incoming emergency, customer, and field personnel calls.

Build, schedule, review, and update service orders with the customer service information system.

Dispatch priority and emergency calls to field technicians using work management software.

Work with field personnel to accurately and efficiently complete customer requests.

Consistently maintain a high level of performance on service goals set by the company.

Meet call quality guidelines in addition to other key performance metrics and proficiencies.

Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.

ADDITIONAL RESPONSIBILITIES:
Ability to maintain a flexible work schedule including non-traditional work hours requiring nights and weekends. This position may also require after hours work with little or no notice.

Maintain a regular, dependable attendance and a consistently high-level performance.

Other daily, weekly and monthly duties as assigned.

QUALIFICATIONS:
No experience required. Training provided.

High school diploma or equivalent required.

KNOWLEDGE/SKILLS/ABILITIES:
Intermediate to advanced proficiency within a Windows-based environment is required.

Experience with or have the ability to learn a Customer Service Information database and Mobile Dispatching Software.

Capable of multi-tasking effectively is essential.

Accountability for a high level of customer service.

Ability to work from written and verbal instructions.

Detail oriented and organized with an excellent work ethic.

Excellent verbal and written communication skills.

Speak clearly, both in person and by telephone, using a high level of verbal and listening skills.

Ability to read and comprehend simple instructions and effectively present information one-on-one and in small group situations.

Able to remain calm under pressure.

MENTAL/PHYSICAL DESCRIPTIONS AND WORKING CONDITIONS:
The mental and physical descriptions are representative of the activities an employee in an office job performs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental description: Understand, remember, apply oral and/or written instructions or other information, and communicate routine factual information. Apply common sense in performing job functions, usually within a set of rules or guidelines.

While performing the duties of this job, the employee continuously accesses, inputs, and retrieves electronic information and communicates regarding the information. Employee frequently moves about the office space. Employee may occasionally: reach, push/pull, ascend/descend stairs, position self to access lower items, and move about the office. Employee must be able to operate routine office equipment including computers and similar equipment. Must be able to routinely perform this work for an average of 6-8 hours per day and occasional extended hours as necessary. Must be capable of regular, reliable, and timely attendance.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or continuously to lift, carry, push, pull or sitting most of the time. Jobs are sedentary if moving about is only occasionally and all other sedentary criteria are met.

Work environment: Routinely perform work indoors in climate-controlled shared work area with moderate noise level. No travel is required for this role.

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

About our Company: We are a customer, growth and safety focused utility company that is dedicated to our communities. We improve life with energy as an energy partner of choice. Our diverse culture fuels unique perspectives, opening doors to new insights and possibilities. Based in Rapid City, South Dakota, we have over 3000 employees and serve 1.3 million natural gas and electric utility customers across eight states (South Dakota, Montana, Wyoming, Colorado, Nebraska, Iowa, Kansas, and Arkansas).

Enjoy our Comprehensive Benefits Package! Annual incentive program, 401(k) (6% company match and up to 9% company retirement contribution), tuition reimbursement, paid time off, additional Veteran PTO, paid holidays and annual floating holidays, company paid short term and long term disability, paid parental leave, health and wellness program, and competitive medical, dental and vision insurance.

Candidates must successfully pass a pre-employment drug screen and background check.

Black Hills Energy does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or status as a protected veteran.

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