Green Mountain Power

Customer Service Representative

Colchester, VT

Full-time

About This Job

This position will be responsible for working as the company's primary contact with GMP customers. This role relies on building strong relationships with GMP customers. The ability to effectively solve problems and negotiate optimum payment arrangements are essential skills.

Working as part of a highly functional team, this role requires a passion for customer service, strong communication and organization skills and an attention to detail while focusing on the bigger picture. The position requires strong analytical, problems solving and research skills as well as a general understanding of basic electricity and associated terminology.

This position will perform routine and complex customer service activities which require direct interaction with customers. The ability to think practically and strategically in order to maximize new technology, seize GMP's innovative culture and ensure continuous process improvement and high customer satisfaction is essential.

Essential Functions:

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Empower customers to make energy conscious decisions by educating customers about new products and services related to energy use and consumption

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Assist with all aspects of customer account maintenance

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Support customers during outage events

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Enhance the customer's experience with GMP by creating positive relationships and experiences

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Overtime is expected-including but not limited to: meetings, storm restoration, training

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Work independently and effectively in a team oriented environment

Knowledge, Skills and Abilities:

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Demonstrated ability to multi-task, prioritize and thrive in a constantly changing and fast paced environment

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Energetic and positive attitude with a dedication to customer satisfaction

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Approachable and dependable

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Willingness to "own" problems or tasks and follow through to completion

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Strong mathematical and problem solving skills

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Ability to communicate effectively in both oral and written form

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Listens to customer and gives a personal touch

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Creates a positive customer experience/relationship

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Communicates with customers via multiple channels as they are implemented: telephone, email, chat, text, etc

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Working knowledge of computers and customer service standards

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Safety conscious and mindful of potential hazards to ensure a safe and productive work environment for self and others

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Embraces continuous learning and new technologies

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Ability to use a computer to research or process work related to Customer Energy Consultant functions

Non-Standard Work Day: 7:00 am to 7:00 pm

Scheduling within these hours will be flexible to meet customer call volume

Overtime and extended hours required during outages

About Green Mountain Power

Green Mountain Power serves more than 275,000 residential and business customers in Vermont with electricity that's 100% carbon free and 80% renewable on an annual basis. GMP is partnering with customers to provide solutions that deliver resiliency and affordability while cutting carbon and costs for all. GMP is the first utility in the world to get a B Corp certification, meeting rigorous social, environmental, accountability and transparency standards and committing to use business as a force for good. GMP was named to Fast Company's 2024 Most Innovative Companies in the World list, the sixth time earning that honor. In 2024, 2023 and 2021 the Smart Electric Power Alliance (SEPA) honored GMP as a nationwide leader in energy transformation. And, in 2022 GMP was named to TIME's list of the 100 Most Influential Companies for its groundbreaking resiliency work to transform the grid for customers.

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