Customer Service Rep

JOB TITLE: Customer Service Representative
REQUISITION: CUS00HO
DEPARTMENT: Customer Relations Center
LOCATION: Wichita Service Center, Wichita, KS
PAY: $26.44/hr

Headquartered in both Kansas City and Topeka, Evergy employs about 4,900 people who are dedicated to empowering a better future. We are currently hiring for Customer Service Representatives in our Wichita, KS location. We are looking for team oriented, customer experience driven candidates who thrive on providing excellent customer service.

Bilingual applicants are encouraged to apply.

Scheduled Work Hours: Customer Relations Center is open 24 hours a day, 7 days a week, including holidays. To meet business needs, the Customer Relations Center primarily offers 8 or 10 hour shifts ranging from 7am - 5:30pm. Light staffing is also necessary during weekends, 2nd and 3rd shift. All shifts are assigned based upon availability at the time of hire.

Summary of Primary Duties and Responsibilities: Customer Service Representatives (CSRs) at Evergy are skilled in providing an exceptional customer experience. While working in an evolving fast-paced environment, CSRs are continuously interacting with customers via telephone, internet and other communication mediums. The primary focus of the CSR position is to fulfill energy-related needs including but not limited to: service requests, outage troubleshooting and billing matters.

Job Competencies

* Consulting Skills: Able to use questions to identify the intensity of customer needs and recommends appropriate solutions via products, services and education. Encourages customer to match their needs with the features of the product/service. Builds rapport to enable customer to make wise decisions related to their energy management and bill paying options.
* Conflict Resolution/Negotiations: Ability to quickly understand another's point of view. Ability to positively and persuasively present an issue or item of information that may be viewed as contentious, controversial, or contrary to the receiver; find common ground and work towards cooperation and consensus.
* Balancing Corporate Objectives and Customer Needs: Maintains a delicate balance between customer satisfaction and implementing company policies and procedures. Determines which course of action best meets the customer and company needs.
* Customer Service Orientation: Anticipates, recognizes, and seizes the opportunity to meet and exceed customer expectations, requests, and requirements.
* Emotional Resilience: Exhibits an even keel, even-tempered approach to challenging individuals. Remains upbeat and steady at work.
* Initiative: Takes ownership of problems and questions to work towards solutions without being asked to handle it. As needed, brings others into problem solving.
* Interpersonal Skills: Skill in developing and maintaining productive work relations with peers and management. Exhibits fairness to others and a clear awareness of people's motivations, feelings, or options.
* Empathy/Tolerance: Maintains an unbiased and level use of tone and language when involved with customers and co-workers.
* Communication (Verbal and/or Written): Able to clearly present information through the spoken and/or written word, influence or persuade other through oral presentation in positive or negative circumstances, listens well, able to write clearly in a variety of communication settings and styles. The bi-lingual position must also demonstrate these communication skills in both English and Spanish languages.
* Teamwork: The ability to work effectively with others to generate a positive, productive and informed work environment.

Education and Experience:
A High School Diploma or equivalent is required; an Associates or Bachelor's Degree is preferred. At least 3 years of related experience in a business environment, customer service industry, call center or customer facing environment is required. Other requirements for the position include: basic computer skills, the ability to type 40 words per minute and demonstrated experience in business math, bookkeeping, and basic clerical skills. Candidates must be available to work a variety of shifts and overtime, with minimal notice, based on business need. Successful applicants are subject to call outs and will be required to live within 30 minutes of the Customer Relations Center.

Licenses, Certifications, Bonding and/or Testing Required:
Valid driver's license required.

This position requires successful completion of assessment testing for consideration throughout the selection process.

Working Conditions:
Normal office working conditions. Additional hours including evenings, weekends and holidays may be required. Must have a satisfactory work record including excellent attendance.

Evergy has a clear mission - To empower a better future. Evergy chooses to live this mission by valuing People First. We know that to lead the responsible energy transition and provide affordable, reliable, and sustainable service to our customers and communities, we need a team with a variety of backgrounds, perspectives and skills. We are committed to building a team where everyone - regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status - has a voice and can bring their best every day. Evergy is proud to be an equal opportunity workplace and is an affirmative action employer.