Customer Care Representative

We recognize our competitive advantage – our people. We believe in our people, who share our vision of meeting the needs of our employees, customers, and communities and who carry out the continued success of the company.

Our employees are committed to the companys foundational values: integrity, excellence, teamwork, environmental stewardship, and community commitment. In turn, we invest in our employees, providing opportunities for challenge and advancement and offering a competitive compensation package.

Posting End Date: at 11:59PM HST

BRIEF POSTING DESCRIPTION:

The P CH CUSTOMER CONTACT CENTER Department of the P CUSTOMER RELATIONS Division at Hawaiian Electric Company has 2 Bargaining Unit vacancies available. (Role: Non-Exempt)

JOB FUNCTION:

Provide support to customers by servicing their various inquiries through multiple channels such as phone, fax, US Mail, face-to-face, online and self-service channels, including but not limited to general service requirements, billing inquiries, payments, deposits, and other related customer service matters for various products and services. Analyze accounts to make decisions and complete transactions that resolve customer inquiries on the first contact.

ESSENTIAL FUNCTIONS:

• Handle incoming customer inquiries, initiates proactive calls, and services customers in person relating to various service issues, payment requirements arrangements, account information, credit requirements, service starts/stops/moves, and other customer inquiries with professionalism, courtesy, and efficiency.
• Understands and applies the service standards to all interactions with internal and external customers alike.
• Demonstrates sensitivity to customer concerns and complaints analyzes customer needs by using a problem solving approach and shows commitment through application of active listening skills.
• Responds appropriately to others such as being willing to help others and establishing rapport with co-workers and customers modifies behaviors to environment and shows understanding/empathy for others.
• Advises and provides customers with clear, accurate and thorough information about the complete range of products and services that the company provides and is able to recommend services that may benefit the customer’s energy needs
• Takes accountability for and resolves customer service requests, inquiries and issues in a timely manner and to satisfaction.
• Works proficiently with the Customer Information System and other information systems as required and is able to update necessary information thoroughly and accurately within the account profiles.
• Processes and prepares various customer service forms, correspondence and reports as required.
• Written and verbal communication is polite, clear, effective and completed in a timely manner.
• Maintains accurate records and files.
• Initiates field investigations, if necessary, to calculate and render correct billings.
• Supplies billing information as requested.
• Completes work and projects assigned in a thorough and timely manner with strong accuracy and attention to detail.
• Understands and follows direction from supervisor and lead.
• Promotes good customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
• Communicates clearly and respectfully with callers at all times, relating information when necessary to insure the caller’s understanding.
• Identifies and reports unsafe conditions and take corrective action.
• Substitutes periodically for Lead Customer Assistance Representative when absent.
• May be assigned to perform other duties dependent upon department and/or division workload requirements.

OTHER RESPONSIBILITIES

• Performs similar and incidental duties as required.
• Assume an emergency management role, as assigned, and perform specific assignments or functions, as needed, in an event of an emergency, not to include routine trouble calls/callouts.

BASIC QUALIFICATIONS:

• Must pass the Edison Electric Institute Customer Service Representative Test Battery.
• Ability to type a minimum of 45 w.p.m. (to be determined by company administered test).
• Must have at least 3 years of customer-facing customer service experience (regular customer interaction in person, via phone and/or in writing).
• Must have demonstrated ability to communicate effectively verbally through customer handling job sample experience (to be determined by Company administered performance test or interview).

Role: Non-Exempt

Number of Vacancies: 2

Work Schedule: Monday- Friday

Work Hours: 7:30 am – 4:00 pm

Location: Honolulu – Oahu

Wage: $28.20 – $35.22

About Hawaiian Electric Companies
Hawaiian Electric Companies provide electricity and services to 95 percent of the states 1.4 million residents. The company is also one of the states leading employers and a major contributor and supporter of community and educational programs.

The demand for power that has fueled the growth of the Hawaiian Islands has been met by Hawaiian Electric Companies for well over a century. And as the next millennium unfolds, the company is committed to providing quality service and seeking clean local energy sources to power generations of Hawaii families and businesses to come. Visit us at http://hawaiianelectric.com.

Interested individuals should apply online. The application must clearly indicate the demonstrated experience/knowledge/skills/abilities the candidate possesses which specifically qualifies him/her for the position.

Applicant Certification
By submitting an application for the position, candidates:
1. Authorize the Hawaiian Electric Companies to confirm all statements contained in the application and/or any materials submitted and made a part of the application as they relate to the position and to the extent permitted by law
2. Authorize and consent to, without reservation, the Hawaiian Electric Companies sharing any and all information regarding previous or present employment, educational training or personal information from their records and from any other source with the hiring department or subsidiary company
3. Release, discharge, and hold harmless, Hawaiian Electric Companies, from any and all liability for any damage which may be claimed as a result of furnishing such information to the hiring department or subsidiary company
4. Authorizes release and transfer of all personnel records to be maintained by the hiring company in the event of an inter-company transfer and
5. Authorize, direct, and consent to Hawaiian Electric Companies and/or its authorized agents to conduct investigations into candidates background. These investigations may include, but are not limited to searches for information about applicants record of criminal convictions to the extent permitted by law, education records, professional certifications, personal character references, and employment history.

EEO Statement
Hawaiian Electric Companies is an equal employment opportunity/affirmative action employer. We actively seek diversity among our employees. We do not discriminate on the basis of age, race, color, religion, sex/gender (including gender identity/expression), ancestry/national origin, disability, marital status, arrest and court record, sexual orientation, pregnancy, veteran status, genetic information, domestic or sexual violence victim status, or other protected categories in accordance with state and federal laws. We further encourage individuals with disabilities, minorities, veterans and women to apply.

Hawaiian Electric Companies complies with Title I of the Americans with Disabilities Act. Any request for reasonable accommodation needed during the application process should be communicated by the candidate to the HR Service Center at (808) 543-4848.

Affiliate Disclaimer
Hawaiian Electric Company, Inc., Maui Electric Company, and Hawaii Electric Light (“Company”) are Hawaii Public Utilities Commission (“PUC”) regulated companies. The disclosure relating to Affiliate Transaction Requirements that follows is made pursuant to the PUC’s Decision and Order No. 35962, issued on December 19, 2018, and subsequently modified by Order No. 36112, issued on January 24, 2019 in Docket No. 2018-0065.

By submitting your application, you understand and acknowledge that, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate, said Affiliate will be required to make a one-time payment to the Company in an amount up to twenty-five percent (25%) of your base annual compensation.

In addition, if you are hired by the Company and subsequently transferred, assigned or otherwise employed by an Affiliate or an Affiliate-Related Entity, for a period of one year, you cannot appear in negotiations or otherwise interact directly with the Company or work on the same matter that you worked on while with the Company.

Affiliate is defined as “any person or entity that possesses an ‘affiliate interest’ in a utility as defined by section 269-19.5, Hawaii Revised Statutes (“HRS”), including a utility’s parent holding company, except as otherwise provided by HRS section 269-19.5(h).”

Affiliate-Related Entity is defined as “a third party that provides electricity-related services in a regulated utility’s service territory that has a material financial, operational, or ownership interest with an unregulated affiliate of the utility and of whom the utility has reasonable knowledge.”

For a current list of all Affiliates and Affiliate-Related Entities, please see:
https://www.hawaiianelectric.com/about-us/key-performance-metrics/financial/affiliate-transactions

This list may be amended, updated or revised from time to time without notice.