Title:  Customer Relations Technician

Job Summary

We are currently recruiting in our Corporate office, Charleston, WV, for a Customer Relations Technician.

Duties and Responsibilities

• Resolve escalated customer service complaints received through the local state Public Service Commission (PSC), our company call centers/back office, our local Operations offices, the external media, and from our executive management.  
• Investigate company actions related to Public Service Commission (PSC) regulations and internal procedures for gas accounts.
• Completes reports and related case documentation for informal complaints.
• Coordinate customer business manners in a friendly, tactful manner to develop and promote the highest degree of customer relations. 
• Supports other department activities as needed.

Knowledge, Skills and Abilities

Requirements:

• Requires a high school diploma or equivalent and three years related experience. 
• Knowledge of PSC rules and regulations.
• Requires computer skills for data entry and information retrieval tasks (Word, Excel, PowerPoint). 
• Tact and diplomacy when dealing with difficult customer interactions.  
• Demonstrated strong verbal and written communication skills.  

Preferences:

• Previous utility customer service experience.  
• A two- or four-year degree and experience in a regulatory environment is preferred.