Contact Center Specialist

Work location open to major office locations in South Dakota, Nebraska or Montana (Billings, Bozeman, Butte, Great Falls, Helena or Missoula)

Qualifications Include

- Demonstrate and maintain a good safety record

- High School diploma or equivalent

- Minimum of two years Customer Service Experience in a Contact Center environment preferred

- A work from home agent must have Midco or Spectrum internet service capability to their home office location

- A work from home agent must be able to report to a local service location within 30 minutes for emergency response needs

- Excellent communication, analytical and decision-making skills are essential

- Must be personable and enjoy working with customers

- Strong interpersonal communication skills

- Proficient typing skills

- Proficiency with the Microsoft Office suite and other computer applications

- Excellent attendance/adherence record

- Get Into Energy - Energy Industry Fundamental 2.0 certification is a plus [getintoenergy.org] (click here to certify at no cost)

Duties Include

- Willing to take initiative and responsibly to resolve customer issues while actively engaging with team members

- Possess excellent customer service, communication and interpersonal skills

- Ability to monitor and meet established performance metrics

- Desire to support front-line employees through solution focused interactions

- Work well both independently and collaboratively within a team environment

- Work across business units to develop and maintain working relationships

- Apply skills and knowledge to support NWEs processes in the 3 state service territory

- Ability to understand and explain rate information and bill calculations

- Administers credit program within prescribed scope

- Perform calculations to determine customer payments and other account related activity

- Listen and respond appropriately to customer needs while reviewing and entering data on a computer

- Effectively work through a variety of customer service channels responding to customer requests and emergency situations, professionally, accurately and in a timely manner

- Perform all scheduled shifts and respond to emergency situations or call outs as requested

- Excellent organizational skills and ability to maintain confidentiality

- All NorthWestern Energy employees are required to adhere to company safety standards and the Code of Business Conduct & Ethics

- Ensure all actions are consistent with NorthWestern Energy's values, mission, and strategic business objectives

Full-time position.

Starting base wage $26.00 - $33.50 per hour, with career advancement up to 40.00 hour. Benefits include: 401K with company match up to 4% and non-elective contribution up to 7%; healthcare and wellbeing programs, including dental and vision for you, your spouse and dependents; Health Savings Account (HSA); healthcare and dependent care flexible spending account (FSA); Employee Assistance Program (Offering up to six free counseling sessions, per person, per issue, per year for employees, spouses and dependents); Life Insurance (company pays basic employee policy; spouse, dependent insurance also available); tuition reimbursement; competitive pay (scheduled performance-based wage increases and annual incentive opportunities); paid company endorsed volunteer opportunities; paid training opportunities; paid time off starting on your first day, plus 11 paid holidays.

Open through September 21, 2025.

Apply online at: https://northwesternenergy.applicantpro.com/jobs/3856609