Customer Support Coordinator

Bring YOUR energy to Alliant Energy!

At Alliant Energy, our purpose is to serve customers and build stronger communities. We are passionate about powering beyond the market challenges of today, while powering what's next in energy. When our employees say "I am energy", it means they take pride in the work we do when disaster strikes, as well as all the days in between. We want you to be safe, happy and healthy. That's why we prioritize safety, offer volunteer opportunities and provide competitive pay, comprehensive health and retirement benefits, tuition reimbursement and paid time off.

Job Summary

Alliant Energy has an outstanding opportunity to join our team as a Customer Support Coordinator! Apply today for this exciting opportunity to make a difference and impact our Customers' experience. We are looking for the passion that goes above and beyond to deliver excellent experiences for our customers.

In this role you will be responsible for customer contact for all areas of the company. Utilizes multi-tasking abilities to listen and speak with customers, while navigating multiple systems to provide an effortless experience. Maintains sound knowledge of processes and procedures in order to assist customers; addressing concerns, resolving problems, and de-escalating in a professional, positive manner. Promote and actively engage customers in current and new products and services available.

• To be eligible for this position, your home office must be in Iowa and within the communities that we serve.

Working from Home:

• This position will train and work from home. Our call center is now home-based, giving you the flexibility you need in your life.
• There could be an instance where we need you to come to the office - for the position, you must be located in the communities that we serve and in a daily commutable distance of a main office.
• For this work from home position, you will need to provide your own high speed internet with wired connections for workstation and phone with connections of: Download Speed =>10MBPS; Upload Speed => 3MBPS; Jitter <=15MS; Ping <=150MS

What you will do

• Acts as a first line of contact to identify and respond to any type of customer inquiry, including answering calls and participating in customer outreach while maintaining confidentiality of information.
• Initiates company response to customer emergencies and outage calls and advises customer on safety protocols and processes information accurately due to criticality of public safety and timely company response.
• Initiates work orders and actively engages customers for meter readings, service requests, and construction program offerings.
• Performs collection activities including payment agreements, educates on programs for assistance, and processes for delinquent accounts.
• Responds to customer inquiries and complaints and initiates action to resolve.
• May be required to adapt standard procedures and processes to resolve customer issues.
• Responsible for general understanding of regulatory rules and regulations to ensure the customer is billed properly.
• Understands rate tariffs, keeps current on rate changes, and communicates with internal and external customers.
• Attends training sessions to improve knowledge of processes and products.

Education Requirements

• High School Diploma Required
• Associate Degree Preferred

Preferred Experience

• 1-2 years technical and/or professional experience in related customer service skills
• Previous call center experience

Knowledge, Skills, and Abilities

• Demonstrated effective interpersonal, verbal and written communication skills.
• Methodical thinker with ability to make quick decisions.
• Demonstrated ability to use Microsoft Office Suite programs and Windows-based customer information systems.
• Ability to multitask; actively listening to and talking to customers while navigating multiple computer systems and making entries.
• Self-starter with ability to work under minimal supervision.
• Demonstrated proficiency in basic math.
• Ability to successfully complete web-based pre-employment screening assessments.
• Ability to work effectively in a diverse and inclusive work environment.

Key Skills

• Active Listening • Business Process Improvements • Complaints Management • Continual Improvement Process • Customer Relationship Management • Customer Service • Data Analysis • Issue Management • Quality Management • Records Management

Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.

It's not just what we do; it's how we do it.

Live Safety. Everyone. Always | Make Things Better | Care For Others | Do The Right Thing | Act For Tomorrow | Think Beyond. Be Bold

Alliant Energy is committed to providing an inclusive work environment for all and is proud to be an Equal Opportunity Employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or any other basis prohibited by law.

All candidates selected for employment with Alliant Energy will be required to successfully complete a drug screen and background check.

Disclaimer:

The above information on this description has been crafted to indicate the general nature and level of work performed by employees within this classification. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Alliant Energy and subsidiaries is an equal opportunity employer that values diversity in the workplace. Applicants in need of a reasonable accommodation for any part of the hiring process, please email talent@alliantenergy.com.

Job Type: Full-time

Pay: From $18.60 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Weekends as needed

Work setting:

• Call center
• Remote

Work Location: In person