POSITION PURPOSE

Madison Gas and Electric is seeking an Experienced Customer Service Representative to join our Customer Services division. This position will play a pivotal role in managing customer inquiries, resolving complex issues, and ensuring a high level of customer satisfaction.

This position requires strong leadership skills, extensive customer service experience, and the ability to mentor and support team members.

WORK SCHEDULE

• The schedule for this position is Monday - Friday, 10:30 a.m. - 7:00 p.m.
• Training for the position will be 100% on-site for the first eight to ten weeks. After training, employees will be able to work a hybrid schedule (three days on-site, up to two days working remotely).
• Starting pay for this position is $29.45/hour.

DUTIES AND RESPONSIBILITIES

• Emergency Response: Have a deep understanding of the company's emergency response protocols in keeping our customers safe, including procedures for reporting emergencies, dispatching field crews, and coordinating with relevant authorities.
• Customer Assistance: Act as the primary point of contact for escalated customer inquiries and complaints, demonstrating advanced problem-solving skills and a commitment to resolving issues promptly and effectively.
• Billing and Account Management: Assist customers with billing inquiries, process payments, and update account information as needed.
• Service Activation and Termination: Guide customers through starting or discontinuing utility services, including verifying service availability, scheduling appointments for activations or disconnections, and processing service orders.
• Product and Service Knowledge: Serve as a subject matter expert on company products, services, policies, and procedures, providing guidance and support to both customers and team members.

QUALIFICATIONS

Education and Experience

• High school diploma or equivalent required; college degree in business, communications or related field preferred.
• Minimum of five years of experience in customer service, preferably in a call center required at the Senior level.
• Proven track record of successfully managing customer escalations and resolving complex issues to the satisfaction of the customer.

Knowledge and Skills

• Ability to multitask and work efficiently in a fast-paced environment, while maintaining attention to safety, detail, and accuracy.
• Ability to recognize and appropriately deal with safety issues or concerns while assisting customers.
• Demonstrated professionalism and behavior that is conducive to excellent working relationships with external customers and internal customers at all levels across the organization.
• Strong communication skills, both verbal and written, with a professional and courteous demeanor.
• Excellent problem-solving skills, with the ability to analyze situations, identify issues, and propose effective solutions.
• Proficiency in using computer systems, including customer service software, email, and Microsoft Office applications.
• Flexibility to work shifts, including evenings, weekends, and holidays, as needed to meet customer service demands.
• Commitment to providing exceptional service and creating positive customer experiences.
• Ability to adapt to changing priorities and work effectively as part of a dynamic team in a call center environment.

ABOUT THE ORGANIZATION

About MGE
MGE generates and distributes electricity to 163,000 customers in Dane County, Wisconsin, and purchases and distributes natural gas to 176,000 customers in seven south-central and western Wisconsin counties. MGE is a regulated utility subsidiary of the investor-owned public utility holding company MGE Energy, Inc. MGE's roots in the Madison area date back more than 150 years.

An industry leader, MGE was among the first utilities nationwide to commit to net-zero carbon electricity by 2050, consistent with global climate science. Your community energy company is investing in a more sustainable future for the benefit of all our customers, investors, and employees. As your community energy company, we are committed to this area and its people. We take responsibility to:

• Plan and provide a safe, reliable, and cost-effective energy supply that balances the needs and values of those we serve.
• Provide information and education to serve our customers and stakeholders and help inform their energy decisions.
• Preserve and protect our environment while providing affordable, reliable energy.
• Encourage and support economic and business development to keep our economy strong and vibrant.
• Engage in open and honest dialogue, partnership, and collaboration to best serve our customers and the broader community.

Our Values

• Safety: Safety is a core value at MGE. The safety of our employees, customers, and communities is our top priority. Our culture initiatives continuously improve our safety performance. MGE has earned numerous safety awards for this safety performance, including the AGA Leading Indicator Safety Award.
• Reliability: We invest in our people and in our systems to help ensure top-ranked energy reliability that helps to maintain the economic health and vitality of the communities we serve. MGE is a national leader in electric reliability.
• Sustainability: With a commitment to transparency, accountability, and continuous improvement, we take a holistic and proactive approach to sustainable practices company-wide.
• Equity: We are committed to equity and inclusion in our service to our customers, in our workplace, and in our broader community, and we value diverse perspectives, ideas, cultures, and backgrounds.

MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.

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