**Customer Contact Specialist I** Norfolk, NE, US, 68701-7223Kearney, NE, US, 68848-2170Plattsmouth, NE, US, 68048-2062Columbus, NE, US, 68602-0499 **Nebraska Public Power District (NPPD)** has an immediate opening for a **Customer Contact Specialist I** located at the **Norfolk Customer Care Center in Norfolk, NE, Columbus General Office in Columbus, NE, Plattsmouth Office in Plattsmouth, NE or the Kearney Operations Center in Kearney, NE** . Position closes February 7 at 11:59 p.m. Central Time. This position will report to the Customer Service Leader. **Position Summary** This position has primary responsibility for all District customer inquiries and satisfaction of contacts made through the Centralized Customer Care Center or reporting office location by providing quick identification of customer needs, resolution to inquiries, requests, and complaints based on knowledge of the organization. This includes support of all District Retail, Corporate, and after-hours answering partner customers. Incumbent provides outsource call answering and emergency monitoring services to multiple partnering utilities. Incumbents are responsible for significant system monitoring and emergency management of information where detailed processes and procedures must be accurately followed to ensure efficient handling of situations. Detailed reporting and financial review of the customer billing system is completed daily, along with extensive collection management and account reviews. Assignment to this position and a condition of continued employment will be the ability to arrive from your residence to the Centralized Customer Care Center or office reporting location within 30 minutes of notification of a call-out. **Education, Training and Experience** Requires a High school diploma/GED plus two years of experience in customer service or operational support is required. Excellent keyboarding skills (minimum of 35 words per minute), completion of written and grammar skills test, and the ability to present oneself in a professional manner is required. Must successfully pass the Specialist progression program requirements, as outlined in the program. **Prior Related Experience** Experience working with customers through operational support, retail business, sales, or a utility-specific company is required. Experience in Windows-based software including but not limited to, Excel, Word, Outlook, PowerPoint, and Teams applications is required. Experience in public speaking is desired. **Licenses and/or Certifications** Not Applicable **Essential Duties & Responsibilities** Provide excellent customer service to Retail, Corporate, and after-hours answering partner customers by providing knowledge-based solutions through Corporate and business unit policies and procedures to ensure the customer's and the District's best interests are met. This may include, but is not limited to, service order requests, new services, billing/payment/rate inquiries, maintaining/updating customer account information and a variety of service-related issues, including outage reporting, new products and services, account review of meter exceptions, account deposit, and a variety of miscellaneous services and information for the District. Following District guidelines in ensuring confidentiality of customer‘s private data and customer education to prevent scams and fraud related to their accounts. Responsible for identifying gaps in customer's orders or accounts where balances are questionable based on normal monthly billing totals and ensuring complete correspondence and follow-up with customers. Maintain collection process from the time customer becomes delinquent until payment is received or disconnect order has been generated. This includes, but is not limited to, Accounts Receivable review, contacting delinquent customers, generating disconnect for non-payment service orders, processing requests for reconnect, and must have a working knowledge of different types of metering equipment across the state. Responsible for analyzing multiple technical reports which ensure the integrity of the billing system and various other systems. Ensure the integrity of financial transactions by following daily payment handling processes and completing necessary daily reporting of financial processes. Complete daily reporting to after-hours utilities on the contact load handled for each utility. Respond to internal and external customer requests using written and oral communications. Customer inquiries include, but are not limited to, emergency 911 calls for utilities, District-wide billings, after-hours utility customers, Cooper Nuclear Station rumor control and testing, Corporate District emergency service notification protocols, Corporate project inquiries, after-hours call answering for Corporate departments, discount and rebate programs, monetary aid programs for end-use customers, District interpreter services, preplanned outage communications to customers, seasonal responsibility for contact with retail irrigation customers for load control synchronization and point of contact for other District departments. Provide proficient use and extensive knowledge of District systems to record, identify, and generate necessary documentation and tickets for District Retail, Corporate, and after-hours answering service partner customers. Responsible for monitoring, answering, filing, and forwarding customer contacts received through various online communication channels. Responsible for administering and maintaining emergency customer data, including life support, disconnect for non-payment, load management, and key accounts. Responsible for creating and maintaining the electronic resource tool used to house all procedures that must be followed within the business units. Monitor, review, and document information for District compliance in accordance with established criteria. **_Accountable for other duties as assigned._** **Core Competencies** Customer Focus Employees & Teamwork/Diversity & Inclusion Integrity/Excellence Public Service/Environmental Stewardship Safety **Salary Information** _-_ Nebraska Public Power District offers a competitive starting salary with opportunities for growth. In addition to the base salary range listed below, NPPD employees may also be eligible for our Annual Incentive Program (AIP) that may supplement total compensation at a level above and beyond the stated salary range. Successful applicants will be provided more information regarding the incentive program at the time of an interview. **Pay Grade -** 6 Hourly **Typical Pay Grade Starting Salary Range:** $26.20/hour **Travel Required:** Up to 25% (With no or minimal overnight stays, less than 3 per month, typically within state of Nebraska) _Travel required may fluctuate by business need. This is an estimate and will be discussed further with candidates that receive an interview._ Nebraska Public Power District offers a competitive starting salary and an excellent benefits package including medical and dental insurance, 401K retirement plan, paid holidays, paid vacation, paid medical, training opportunities and more. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at Nebraska Public Power District. **_Nebraska Public Power District is an Equal Opportunity Employer_** We are an Equal Opportunity Employer who values the contributions of its diverse work force. We are only legally able to hire persons who are 1) a United States citizen or national, 2) a lawful permanent resident of the United States, or 3) an alien legally authorized to work in the United States. **Benefits** Customers around the state know what to expect from NPPD — quality, reliability and performance excellence. Our values also extend to the way we take care of our employees and their families. We remain on the leading edge by providing competitive benefits that respond to the diverse lifestyles of our people in an ever-changing world. **Salary** Nebraska Public Power District offers a competitive starting salary with opportunities for growth. In addition to the base salary listed in posting, NPPD employees may also be eligible for our Annual Incentive Program (AIP) that may supplement total compensation at a level above and beyond the stated salary range. **Retirement Savings** NPPD employees may participate in two retirement plan options – a 401(k) plan and a 457(b) plan. Both plans allow for pre-tax or Roth contributions. After the first six months of employment, the 401(k) plan includes a generous matching contribution from NPPD. The five-year vesting period begins on an employee’s hire date. Our retired employees are eligible for retiree healthcare benefits as well as a life benefit paid out to designated beneficiaries upon their passing. **Health & Wellness** At NPPD, we care about the health and wellness of our employees. We offer new teammates two competitive hospital / medical plan options to fit their lifestyle and family needs. We also make an annual contribution to employee Health Savings Accounts, which can be used to offset out-of-pocket expenses. Employees and their spouse are invited to participate in a variety of wellness initiatives offered throughout the year as a way to enhance their wellness, reduce health risks and promote healthy lifestyles. **Other Benefits** Employees earn vacation on a schedule commensurate with their years of service. We also offer paid holidays as well as personal and family medical leave, including birth mother recovery leave and parental child bonding leave. All full-time employees receive a life insurance policy equivalent to two times the participant's annual salary at no cost to the employee. NPPD also offers dental and vision insurance as well as personal accident, accidental death and dismemberment, critical illness, hospital indemnity, long-term care, pre-paid legal/identity theft, and short-and long-term disability insurance plans. Additional benefits include college tuition reimbursement, relocation assistance and complimentary access to an Employee Assistance Program.