Customer Care Representative (NC1027) - Hawaii Island
HAWAIIAN ELECTRIC CO., Hilo, HI, United States
Job Function
Provide support to customers by servicing their various inquiries through multiple channels such as phone, fax, U.S. Mail, in-person, online, and self‑service. Handle general service requests, billing inquiries, payments, deposits, and other customer service matters for various products and services. Analyze accounts to make decisions and complete transactions that resolve customer inquiries on the first contact.
Essential Functions
Handle incoming customer inquiries, initiate proactive calls, and serve customers in person concerning service issues, payment requirements, arrangements, account information, credit requirements, service starts/stops/moves, and other inquiries with professionalism, courtesy, and efficiency.
Understand and apply service standards to all interactions with internal and external customers.
Demonstrate sensitivity to customer concerns and complaints; analyze customer needs using a problem‑solving approach and show commitment through active listening skills.
Respond appropriately to others, display willingness to help, establish rapport with co‑workers and customers, adapt behavior to environment, and show empathy.
Advise customers with clear, accurate, and thorough information about the company's product and service range and recommend services that may benefit the customer’s energy needs.
Takes accountability for and resolves customer service requests, inquiries, and issues in a timely manner to satisfaction.
Communicate with other departments/divisions to ensure customer requests are resolved timely to satisfaction.
Work proficiently with the Customer Information System and other information systems; update account profiles accurately and thoroughly.
Process and prepare various customer service forms, correspondence, and reports as required.
Maintain polite, clear, effective written and verbal communication completed in a timely manner.
Maintain accurate records and files.
Initiate field investigations, if necessary, to calculate and render correct billings.
Supply billing information as requested.
Complete work and projects assigned in a thorough and timely manner with strong accuracy and attention to detail.
Understand and follow direction from supervisor and lead.
Promote good customer relations by consistently providing premier satisfaction with a friendly demeanor, can‑do attitude, and willingness to help at all times.
Communicate clearly and respectfully with callers at all times, relating information as necessary to ensure understanding.
Identify and report unsafe conditions and take corrective action.
Substitute periodically for Lead Customer Assistance Representative when absent.
May be assigned to perform other duties dependent on department and/or division workload requirements.
Assume an emergency management role, as assigned, and perform specific assignments or functions as needed in an event of an emergency, excluding routine trouble calls/callouts.
Other Responsibilities
Perform similar and incidental duties as required.
Basic Qualifications
Must pass the Edison Electric Institute Customer Service Representative Test Battery.
Ability to type a minimum of 45 words per minute, as determined by company administered test.
Must have at least 3 years of customer‑facing customer service experience (regular customer interaction in person, via phone and/or in writing).
Must have demonstrated ability to communicate effectively verbally through customer handling job sample experience, as determined by company administered performance test or interview.
Position Details
Role: Non‑Exempt
Number of Vacancies: 1
Work Schedule: Monday – Friday
Work Hours: 7:30 a.m. – 4:00 p.m.
Location: Hilo – Hawaii Island
Wage: $29.90
EEO Statement
Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status. Hawaiian Electric Companies complies with all applicable laws, including Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at (808) 543‑4848.
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Provide support to customers by servicing their various inquiries through multiple channels such as phone, fax, U.S. Mail, in-person, online, and self‑service. Handle general service requests, billing inquiries, payments, deposits, and other customer service matters for various products and services. Analyze accounts to make decisions and complete transactions that resolve customer inquiries on the first contact.
Essential Functions
Handle incoming customer inquiries, initiate proactive calls, and serve customers in person concerning service issues, payment requirements, arrangements, account information, credit requirements, service starts/stops/moves, and other inquiries with professionalism, courtesy, and efficiency.
Understand and apply service standards to all interactions with internal and external customers.
Demonstrate sensitivity to customer concerns and complaints; analyze customer needs using a problem‑solving approach and show commitment through active listening skills.
Respond appropriately to others, display willingness to help, establish rapport with co‑workers and customers, adapt behavior to environment, and show empathy.
Advise customers with clear, accurate, and thorough information about the company's product and service range and recommend services that may benefit the customer’s energy needs.
Takes accountability for and resolves customer service requests, inquiries, and issues in a timely manner to satisfaction.
Communicate with other departments/divisions to ensure customer requests are resolved timely to satisfaction.
Work proficiently with the Customer Information System and other information systems; update account profiles accurately and thoroughly.
Process and prepare various customer service forms, correspondence, and reports as required.
Maintain polite, clear, effective written and verbal communication completed in a timely manner.
Maintain accurate records and files.
Initiate field investigations, if necessary, to calculate and render correct billings.
Supply billing information as requested.
Complete work and projects assigned in a thorough and timely manner with strong accuracy and attention to detail.
Understand and follow direction from supervisor and lead.
Promote good customer relations by consistently providing premier satisfaction with a friendly demeanor, can‑do attitude, and willingness to help at all times.
Communicate clearly and respectfully with callers at all times, relating information as necessary to ensure understanding.
Identify and report unsafe conditions and take corrective action.
Substitute periodically for Lead Customer Assistance Representative when absent.
May be assigned to perform other duties dependent on department and/or division workload requirements.
Assume an emergency management role, as assigned, and perform specific assignments or functions as needed in an event of an emergency, excluding routine trouble calls/callouts.
Other Responsibilities
Perform similar and incidental duties as required.
Basic Qualifications
Must pass the Edison Electric Institute Customer Service Representative Test Battery.
Ability to type a minimum of 45 words per minute, as determined by company administered test.
Must have at least 3 years of customer‑facing customer service experience (regular customer interaction in person, via phone and/or in writing).
Must have demonstrated ability to communicate effectively verbally through customer handling job sample experience, as determined by company administered performance test or interview.
Position Details
Role: Non‑Exempt
Number of Vacancies: 1
Work Schedule: Monday – Friday
Work Hours: 7:30 a.m. – 4:00 p.m.
Location: Hilo – Hawaii Island
Wage: $29.90
EEO Statement
Hawaiian Electric Companies is an equal opportunity employer, including disability and protected veteran status. Hawaiian Electric Companies complies with all applicable laws, including Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at (808) 543‑4848.
#J-18808-Ljbffr