Customer Associate

The Customer Associate is a dedicated, customer-focused professional who communicates directly with customers and responds to a variety of needs and requests. The position serves as a point of contact for customers, provides exceptional service, and resolves inquiries related to billing, service disruptions, account management, construction processes, and general utility service information. The Customer Associate considers available resources, constraints, and organizational values when committing to satisfy customer needs and resolve customer issues.

Provide responsive, accurate customer service across billing, payments, service orders, credit administration, construction support, and general utility inquiries. Use established policies, procedures, and computer systems to resolve customer needs, protect confidential information, and support local operations and cross-functional business processes.

• Accept customer payments and post them the same day.
• Balance the cash drawer daily and make bank deposits.
• Enter and complete service orders.
• Meet or exceed performance standards established by NorthWestern Energy, including time spent at the workstation and time engaged in customer interactions.
• Explain rate changes and bill calculations as necessary.
• Administer the credit program within the prescribed scope.
• Listen and respond appropriately to customer needs while reviewing and entering data on a computer.
• Type memos, emails, and other correspondence accurately and in a timely manner.
• Respond to emergency situations professionally and accurately by following established policies and procedures.
• Perform calculations to determine customer payments and other account-related activities.
• Assist customers using established policies and procedures.
• Respond professionally and positively to customer complaints or inquiries.
• Work effectively in a team and near teammates.
• Work all regularly scheduled shifts, with occasional weekend, evening, or holiday callouts in response to emergency situations.
• Maintain the confidentiality of customers and other confidential information.
• Ensure proper entry of union payroll for biweekly processing.
• Ensure proper coding and processing of purchase card transactions and accounts payable invoices.
• Support the new construction process through administrative SAP functions, payment processing, and service order creation.
• Assist customers with local permitting requirements and basic construction standards.
• Support local operations with SAP notification processing and other data entry as required.
• Respond appropriately to internal requests and work across business units to ensure processes and procedures are upheld.
• Analyze and prioritize workload to ensure all customer and business needs are met in a timely and appropriate manner.
• Perform other duties and functions as appropriate.

• →Adhere to NorthWestern Energy safety standards and the Code of Business Conduct and Ethics
• →Ensure all actions are consistent with Bright Horizon Energy's values, mission, and strategic business objectives
• →The ability to maintain regular, reliable, and punctual attendance is an essential function of this position, consistent with applicable laws and reasonable accommodation requirements

• High school diploma or equivalent.
• Demonstrate and maintain a good safety record.
• Proficiency with the Microsoft Office suite and other computer applications.
• Excellent attendance record.
• Valid driver's license and satisfactory driving record.

• Get Into Energy - Energy Industry Fundamental 2.0 certification is a plus (click the link to certify at no cost)

This description is not intended to be an all-inclusive list of responsibilities, duties, and requirements for employees in this position. Job descriptions may and do change periodically. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.

NorthWestern Energy is a fully regulated electric and natural gas utility serving Montana, South Dakota and Nebraska. We employ over 1,600 amazing people and serve over 800,000 customers who are our neighbors in our communities.

At NorthWestern Energy, you'll find more than a job. You'll find the opportunity to make a meaningful impact, grow your career, and be part of a company that values safety, teamwork, innovation, and service. Whether you're working in the field, supporting our customers, or helping shape our future, your work matters. Join us as we invest in our people, strengthen our communities, and build an energy company positioned for long-term success and growth.