Customer Support Coordinator II
Bring YOUR energy to Alliant Energy!
At Alliant Energy, our purpose is to serve customers and build stronger communities. We are passionate about powering beyond the market challenges of today, while powering what's next in energy. When our employees say "I am energy", it means they take pride in the work we do when disaster strikes, as well as all the days in between. We want you to be safe, happy and healthy. That's why we prioritize safety, offer volunteer opportunities and provide competitive pay, comprehensive health and retirement benefits, tuition reimbursement and paid time off.
Job Summary
Looking for a role where you can make an impact behind the scenes while enjoying the flexibility of a hybrid work environment? As a Customer Support Coordinator II, you'll solve complex customer billing and account issues, analyze data, collaborate with field teams, and help deliver exceptional service to our customers. If you enjoy problem-solving, multitasking, and working independently, this could be the perfect next step in your career.
What you will do
- Performs standardized tasks associated with assigned billing parameters, which may include summary billing, billing exceptions, inaccurate metering, non-meter billing set-up, electronic meter reads, and contract processing.
- Analyzes and responds to moderately complex or escalated customer billing inquiries. May be required to adapt standard procedures and processes to resolve customer issues.
- Responsible for understanding and applying rate tariffs, including keeping current on rate changes and communicating with internal and external customers as necessary.
- Keeps complete and accurate documentation on customers, as appropriate, including audit trails, bills, changes in metering, contracts, and communications. Creates or modifies written processes as needed.
- Initiates work orders for meter readings, service requests, construction and/or customer program offerings.
- Answers customer calls and responds to inquiries.
- Answers outage and emergency calls.
- Mentors less-experienced staff as needed.
- Engages in other duties as needed that support Alliant Energy's Values and helps deliver on our Purpose to serve customers and build stronger communities.
Education Requirements
- Associate Degree Preferred
Required Experience
- 3 years technical and/or professional experience in related customer service or call center
Preferred Experience
- Experience in billing
Knowledge, Skills, and Abilities
- Demonstrated effective interpersonal, verbal and written communication skills.
- Demonstrated ability to use Microsoft Office Suite programs and Windows-based customer information systems.
- Ability to successfully pass web-based pre-employment screening assessments.
- Demonstrated proficiency in basic math.
- Ability to work under minimal supervision.
- General understanding of electric and gas pricing and operations.
- Ability to work effectively in a collaborative and inclusive work environment.
Key Skills
- Billing Business Process Improvements Continual Improvement Process Customer Relationship Management Issue Management Process Automations Regulatory Compliance Root Cause Analysis Training
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
Alliant Energy offers a comprehensive total rewards package including competitive compensation and benefit programs. Information on these benefit programs is available on our Careers site.
Pay Range:
$23.00 - $25.00
This position is eligible to participate in the annual incentive program. The final salary offered will generally fall within this range and is dependent on various factors including but not limited to the responsibilities of the position, experience, skill set, internal pay equity and other relevant qualifications of the applicant.
It's not just what we do; it's how we do it.
Live Safety. Everyone. Always | Make Things Better | Care For Others | Do The Right Thing | Act For Tomorrow | Think Beyond. Be Bold
Alliant Energy and its subsidiaries are committed to creating a culture of belonging and is proud to be an Equal Opportunity Employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other basis prohibited by law.
All candidates selected for employment with Alliant Energy will be required to successfully complete a background check, and a drug screen where applicable.
Visa sponsorship not supported.
Applicants in need of a reasonable accommodation for any part of the hiring process, please email [email protected].
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