Customer Service 2 - FTE

Customer Service 2 - FTE
Union Position
Customer Contact Center Training; Portland, Oregon (US-OR) 
Regular FT 
Posting # 4933  

 

About Us:

 

At NW Natural, we offer more than rewarding career opportunities and a vibrant, inclusive work culture. We invite you to join us in providing safe and reliable utility services and renewable energy to better the lives of the communities we serve. Our vision is to be the leader in service excellence, innovation and environmental stewardship for our customers, while building on our strengths as a trusted energy provider and environmental leader for our industry.  

 

In addition to environmental stewardship, We’re also deeply committed to Diversity, Equity and Inclusion at NW Natural. Our DEI Council started 21 years ago, and today we continue to foster a culture where all employees can experience a sense of belonging, shared purpose and possibility.

NOTE:

 

Join a fun and award-winning contact center that serves NW Natural’s customers and community. We are looking for talented customer service professionals, who have a passion for service that will support the Customer Contact Center’s mission to embrace an inclusive culture where we treat each other as well as we do our customers. The contact center is an essential part of NW Natural’s goal to deliver safe, and reliable energy by providing an exceptional customer experience over the phone. Our Customer Service Representatives answer residential and commercial customers’ questions and account inquiries in a hybrid work environment after completing an onsite 90-day training at our Portland, Oregon headquarters.

 

During the first 90 days all representatives are required to work onsite. Throughout the first nine-weeks of classroom training, new hires are expected to work a full 8-hour shift, of 8 am – 5 pm, at our Portland, Oregon headquarters. Extended time off requests will not be approved during classroom training. All representatives must live in the NW Natural service territory and may elect to work onsite full-time if they choose.

 

The scheduled start date is September 9, 2024. 

The Role:

 

Responds to residential and commercial customers’ questions, service, and account issues.

Day to Day:

 

• Opens, closes, and answers billing, or other related questions regarding customer accounts.
• Issues meter and service orders.
• Trains, assists, and provides feedback to less-experienced workers at the direction of supervisor, which may include providing feedback to supervisor on progress of training.
• Performs other tasks as required, including those in lower levels as referenced in the CBA, with training as needed.
• Acts and communicates in a professional, respectful, and cooperative manner in connection with all activities associated with NW Natural.
• Follows supervisory instructions and is flexible and adaptable to changing conditions and expectations.
• Maintains punctual, regular, and reliable attendance.
• Demonstrates the Company’s core values and complies with all Company policies and procedures.
• Issues meter and service orders for appliance inspection and adjustment.
• Obtains and evaluates credit information to determine security requirements and/or acceptability for financing.
• Responds to bill/account inquiries regarding high bills, bill breakdown, payment dates, tracing payment credits, and rate applications.
• Determines action to be taken on open/closed service accounts to promote payment.
• Meets department standards for qualitative and quantitative measures.
• Follows Customer Contact Center/Emergency Contact Center protocol for gas odor complaints and emergencies.

Come on your first day with:

 

• Basic knowledge of PUC regulations and codes/operations necessary to prioritize and handle calls.
• Basic math and reading skills.
• Ability to access, input, and retrieve information from a computer.
• Data entry skills of 6,000 kph with 90% accuracy.
• Comprehensive knowledge of the Company’s organization, inter-relationships, policies, procedures, processes, and department/work specific requirements.
• Ability to interface with employees and customers to answer questions or resolve issues with tact and diplomacy.
• Ability to deal with sensitive information in a confidential manner.
• Ability to concentrate on tasks, apply procedures in sequence, make decisions with limited information, and work in a structured team environment.
• Sustained sitting for 6-8 hours per day, hand/finger dexterity, and ability to grasp, bend, lift, reach, and stoop.

 

Qualification Period:

6 months

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