Customer Service Representative - New Install

Job Summary:
The Customer Service Representative for the New Install Process will play a critical role in managing the customer life cycle for new utility installations. This position involves guiding customers through the installation process, ensuring a seamless experience from initial inquiry to service activation.
Key Responsibilities:

• Act as the primary contact for customers during new installations, addressing inquiries and concerns, and providing updates throughout the process.
• Collaborate with internal departments for timely scheduling and completion of installations, while maintaining accurate records in the CRM system.
• Educate customers on utility services and energy efficiency, contributing to process improvements for enhanced satisfaction and efficiency.
• Utilize knowledge of equipment and systems, maintaining intermediate computer literacy to perform cost-effective work.
• Train and guide employees, adhering to company policies and fostering a cooperative environment.
• Adjust work activities based on time constraints, seeking information to enhance job skills.
• Network with peers, contribute to team goals, and make decisions that improve efficiency and customer satisfaction.
• Coordinate with internal departments to resolve customer concerns and ensure positive customer experience throughout the process.
• Assist in scheduling jobs and planning project activities, ensuring safe working environments and effective communication of project details.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required; associate degree in Electrical, Electronic, Civil, Mechanical Engineering Technology, Business, Communications, or a related field preferred.
• Minimum experience requirements include:
• 2 years of utility industry experience with a bachelors degree.
• 4 years of related experience with an associate degree.
• 6 years of related experience with a high school diploma/GED.
• Previous customer service experience, preferably in the utility or service industry.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficient in CRM software and Microsoft Office Suite.

Additional requirements:

• Communication: Exceptional verbal and written communication skills, with a strong emphasis on problem-solving.
• Technical Proficiency: Proficient in Microsoft Office Suite and other relevant software applications.
• Organizational Skills: Strong organizational, analytical, and prioritization abilities to manage tasks effectively.

Travel Requirements:

• Occasional travel may be necessary, ranging from 10% to 25%. May travel to Fort Wayne service center locations once a week. May occasionally travel to other locations within the I&M territory. Will drive own vehicle. Expense Mileage. No overnight travel.
• Continuous Improvement
• Foster a culture of inquiry by promoting a questioning attitude and challenging assumptions to enhance practices and outcomes.