Associated Customer Service Rep Post

Accountabilities

• • Handle customer contacts across phone, email, mail, web chat, and other communication channels, providing timely, accurate, and professional support.
  • Respond to emergency calls and, when required, report as a first responder during significant events or natural disasters.
  • Update customer account information, process payments, and assist with starting or ending service.
  • Schedule field orders in accordance with customer needs and service expectations.
  • Investigate and resolve billing, meter, collection, and service-related issues, including complex cases requiring detailed research and analysis.
  • Identify appropriate solutions using available internal resources while maintaining a strong focus on customer satisfaction.
  • Explain available products, programs, and service options and refer customers to specialized departments when appropriate.
  • Maintain accurate and current knowledge of policies, procedures, communications, and customer service resources.
  • Manage multiple applications and systems simultaneously while completing transactions and maintaining attention to detail.
  • Complete related administrative and clerical responsibilities and support broader contact center objectives.
  • Attend all required training and maintain consistent, punctual attendance throughout the training and employment period.
  • Remain flexible and available for assigned shifts, including weekends, holidays, overtime, and other schedules required to support 24/7 operations.

  Requirements

  • High school diploma or GED required; some college education is preferred.
  • Previous customer service experience is preferred, particularly in a high-volume or contact-center environment.
  • Strong verbal and written communication skills, with the ability to interact professionally with customers in a variety of situations.
  • Strong interpersonal skills and a customer-focused approach to resolving questions, concerns, and complaints.
  • Ability to investigate issues, analyze information, identify root causes, and develop practical solutions.
  • Comfortable multitasking across multiple software applications and systems while maintaining accuracy.
  • Ability to successfully complete required assessments, classroom training, and ongoing performance expectations.
  • Strong organizational skills, reliability, attention to detail, and consistent attendance.
  • Ability to remain calm and effective when handling urgent, sensitive, or emergency-related customer situations.
  • Multilingual or bilingual capabilities are preferred but not required.
  • Must be willing and able to work assigned shifts, including weekends, holidays, overtime, and emergency coverage when required.
  • Must reside within approximately two hours of the designated work location in Brooklyn and be able to work in a hybrid remote/on-site environment.
  • Willingness to comply with applicable safety and regulatory requirements associated with safety-sensitive duties.

  Benefits

  • Compensation: $21.00 per hour.
  • Paid full-time training.
  • Hybrid work environment with remote and on-site flexibility based on business needs.
  • Health, dental, and voluntary benefit options.
  • Programs designed to support work-life balance and financial wellbeing.
  • Opportunities for training, professional development, and career growth.
  • Employee resource groups supporting networking, mentoring, career development, and inclusion.
  • Opportunities to participate in community volunteering and charitable initiatives.
  • Union-represented position with applicable terms and conditions governed by the relevant collective bargaining agreement.
  • Full-time position supporting a 24/7 customer contact center.