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27 Feb 2024

Customer Relations Administrator

Unitil Service Corp. – Posted by robichaudj –  Anywhere

Job Description

Our Company

More than a utility company, Unitil provides energy for life.

Our work helps keep homes comfortable, businesses thriving and communities connected.  Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire.  We are dedicated to delivering energy to our customers safely and reliably.

Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.

Take advantage of a comprehensive benefits package.

Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.

*Note: Benefit offerings may differ between union and non-union employee groups

Position Purpose

To provide support to the Credit and Collections Department as well as the other Customer Service Operations departments by completing a variety of tasks in order to provide prompt service to our rental customers. Must have the ability to handle multiple tasks simultaneously and the analytical ability to research and solve problems.

Principal Accountabilities

Time %End Results
80%
  • Administer and manage new water heater/conversion burner rental contracts.
  • Facilitate customer requests for water heater repairs and replacements.
  • Coordinate transfers of water heaters and conversion burner for new customers.
  • Schedule water heater and conversion burner pick-ups and removals with external vendors and customers.
  • Create Sundry accounts and invoices for water heater and conversion burner contract buyouts.
  • Manage EasyCare program and gas line protection enrollments and terminations.
  • Setup new billing for loans, EasyCare and gas line protection agreements, and maintaining current on-bill-financing agreements.
  • Update miscellaneous information in CIS as needed.
  • Maintain all of the contracts and implement a tracking system to ensure that we receive all contracts and all necessary paperwork for buyout options.
15%
  • Consistently provide prompt, courteous and professional service to all internal and external stakeholders and customers so a pleasant call experience and a one-call resolution are established.
  • Ensure that all information provided to internal and external stakeholders and customers is accurate and complete.
  • Utilize collection techniques when communicating with customers in a delinquent situation, so the maximum delinquent amounts are collected.
  • Ensure all communication with customers is delivered professionally, and all customers are treated with respect.
5%
  • Complete special projects as assigned by Supervisors or Manager.

Qualifications

  • Associates degree, or equivalent work experience.
  • 2-3 years experience in a call center environment.
  • Possess solid keyboarding and PC skills in a Windows environment.
  • Ability to successfully navigate Excel spreadsheets and Word documents.
  • Ability to work in a dynamic environment.
  • Demonstrated reliability and flexibility.
  • Possess and demonstrate the ability to solve problems.
  • Have a high energy level and the ability to handle multiple tasks quickly, ability to respond to all inquiries in a professional, respectful manner and the appropriate patient demeanor to handle calls from irate customers.

 

Unitil is an Affirmative Action/Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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How to Apply

Please apply directly to our website using this link. https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=ba034618-ece3-4146-bf0b-d929805bb982&ccId=19000101_000001&type=JS&lang=en_US&jobId=505807  

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