South Central Indiana REMC (SCI REMC) is seeking candidates for our Contact Center Representative position which is in our Member Services team. This position connects with our members through phone, text, email and/or chat to help achieve a high level of consumer satisfaction. SCI REMC is the largest not-for-profit electric distribution and fiber internet service provider cooperative in Indiana and a leader in innovative technology. The cooperative focuses on providing safe, reliable, cost-effective electricity and fiber solutions to its members in seven counties in south central Indiana.
The cooperative is headquartered in a progressive facility in Martinsville, Indiana located just 30 minutes south of the Indianapolis airport and 15 minutes north of Bloomington, Indiana off of I-69. SCI REMC serves 3,922 miles of energized lines with 34,945 meters and 29,590 electric members and over 9,000 residential fiber subscribers. SCI REMC employs 160 highly valued, member-focused team members.
If you meet the qualifications below, please apply on our website: www.sciremc.com/careers include a cover letter with salary expectations and a resume. Completing a PI assessment is a part of the application process. Do not apply on any other website – apply only on the South Central Indiana REMC website. No Phone Calls, please!
The successful candidates must have the ability to handle all types of member calls with phone, text, chats or email in a ‘one contact resolution manner’ with professional, positive enthusiasm. Candidates must have a proven record for handling difficult conversations and resolving issues promptly with at least three years’ experience in internal customer service. Previous utility distribution experience or ISP/broadband experience is a plus but not required. Exceptional communication skills with both written and oral are required. Successful candidates must be willing to work alternative work schedules such as a 10 a.m. to 7 p.m. shift, 5 days a week and be available if needed to communicate with members during major storms.
Key Position’s Responsibilities
The primary objective of this position includes rendering professional service that will promote goodwill between the REMC and its members. Being the first line of contact in office, by telephone or chat for all inquiries related to SCI REMC or SCI Fiber and providing positive interactions with customers while delivering information in answering general customer questions, billing questions, setting up new services, resolving customer concerns and providing suitable solutions to satisfy the customer during the initial contact. Performing work in connection with providing efficient service with keeping the consumers’ confidential records, payments and accounts, plus assuring accuracy and conformity with approved and accepted procedures and practices. The CCR also provides assistance to the Fiber Operations Team and Fiber Services Lead and filling in as needed to assist subscribers.
If you are Interested in this great opportunity and meet the qualifications below,
Resumes received ONLY through the SCI website will be considered.
SCI REMC offers excellent benefits including a front-loaded pension plan, 401(k) matched savings, healthcare, HSA with a generous employer contribution and much more. Joining the co-op family will prove to be a welcoming, friendly experience where employees are focused on providing the best service to all members and subscribers. Join this unique, not-for-profit business that truly values its team players and encourages life-long learning and development.
Minimum of high school diploma is required. Additional education or training to enhance customer service skills will be helpful but is not required.
Minimum of three (3) years of work experience in a customer services environment is required. Experience working with a consumer-owned or publicly held utility system and/or broadband/fiber internet provider is positive but not required.
Must have the ability to communicate effectively verbally and in writing via phone, or with chat, email, fax, etc. and perform within the objectives determined by the department.
Must be able to identify members’ needs, clarify information, research, and provide solutions and/or alternatives.
Must be able to recognize opportunities to promote products and services to create a better experience for the member.
Must have the ability to adhere to contact center policies and procedures.
Must be capable of addressing, in real time, any matter related to member accounts.
Must be able to handle various spontaneous and difficult situations as they arise.
Must have the ability to learn and effectively utilize proprietary software used in contact centers including Customer Information and Customer Relationship Management Systems.
Must be able to assist in maintaining a contact center information FAQ.
Must have a strong work ethic and a passion for the customer.
Must enjoy working in a fast-paced Contact Center team environment
With a non-stop positive attitude, must be able to communicate effectively with company’s members.
Must have a desire to learn new skills and improve performance level by attending training sessions as required.
Must be willing to work alternative work schedules, as needed and be able during major storms.
Must be regular in work attendance.
SCI REMC is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
SCI REMC is the largest electric and fiber services cooperative in Indiana and is expanding services to include offering high-speed fiber to all 34,800+ members plus expecting 10,000 + fiber subscribers. Conveniently located about 1/2 hour south of Indianapolis, Indiana and 15 minutes north of Bloomington, Indiana, near I-69.