Customer Contact Specialist I - Enbridge : Job Details

Enbridge Gas North Carolina is looking for dependable, customer service focused professionals to join us as a Customer Contact Specialist. In this role, you'll be the frontline connection between our company and the people we serve-answering questions, resolving issues, and providing guidance on billing, payments, service requests, and more. You'll also play a key role in helping customers navigate difficult situations, from credit challenges to emergency calls, all while using your communication skills and attention to detail to deliver a positive experience.

This is more than just a job-it's an opportunity to be part of an encouraging team that values service, collaboration, and personal growth. If you're organized, tech-savvy, and ready to make an impact every day, we invite you to apply!

Here's what you will do:

• Use customer information systems.
• Answer customer inquiries regarding billing, payment, credit, rates, and service requests.
• Input pertinent residential and commercial customer account information.
• Assess customer needs.
• Generate a variety of service order requests.
• Assist customers with credit difficulties and termination notices.
• Using clearly defined rules and guidelines, negotiate payment plans that meet regulatory requirements, and make appropriate referrals to internal or external departments/agencies for additional assistance.
• Determine and document security deposits for new accounts within established guidelines.
• Promote, explain, and set up programs available to customers.
• Answer emergency calls and issues appropriate orders. Seek advice on problem areas and refer highly complex issues to appropriate next level personnel.

Who you are:

You have:

• A High School diploma/GED with up to 2 years of Customer Contact Operations experience.
• Basic interpersonal/communication skills in person, by phone/in writing.
• Must have basic knowledge of computers, including Customer Information Systems, Microsoft Office products (Word, Excel, Outlook, etc.).
• A basic understanding of organization/department/section policies/procedures.
• A basic understanding of billing, rates, credit, energy usage, and customer accounts.
• Basic organization/time management skills.

You can:

• Retrieve items either alphabetically or numerically.
• Work independently & as a team member.
• Demonstrate ability to de-escalate a call with irate and difficult customers.
• Identify and resolve basic routine issues.
• Work varying shifts, nights, weekends and during emergency situations.

• Successfully complete a background check and drug screening.

The following are considered assets:

• Bilingual English/Spanish

Pay Rate:

English- $19.50 per hour

Bilingual (Spanish and English)- $20.50 per hour

Working Conditions:

• Office Work Environment between 76 -100%.
• Training schedule is from 8am until 5pm Monday through Friday for 4 to 6 weeks.

• Customer Contact Specialists will be expected to work the first 6 months of employment in the office full time. At the end of the first 6 months, the candidate may be able to work remotely full time based on performance. Remote work availability may change based on business needs.
• Domestic Travel Up to 25%.

Due to our ongoing integration with Dominion Energy, certain positions may involve access to information and technology subject to export controls under U.S. law. Compliance with these export controls may result in Dominion Energy limiting its consideration of certain applicants.

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected].

Applications can be submitted via our online recruiting system only. We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted. Final candidates for this position may be required to undergo a security screening, including a criminal records check.