Customer Service Representative I

Job Description

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where problem-solving and communication skills are highly valued? If so, Puget Sound Energy (PSE) is seeking talented and dedicated individuals to join our team as a Customer Service Representative!

 
As a Customer Service Representative at PSE, you will be at the forefront of our commitment to providing outstanding service to our valued customers. You will play a crucial role in ensuring their satisfaction by addressing inquiries, resolving issues, and delivering top-notch support.
In this role, you will be working in an in-bound call center and answering 50+ calls a day from customers in our community who need help with some of the following:

• Bill pay assistance
• Starting a new service or ending service at a prior address
• Questions about power outages in their area
• Setting up a new account and updating customer records Triaging gas emergencies

The most successful candidates for this position will possess:

• Ability to multi-task, set priorities, and use multiple systems at once to answer customer questions 
• Strong verbal communication skills and ability to professionally handle difficult customer calls
• Curiosity to learn about the utility industry and willingness to ask questions
• Capable of leading with empathy coupled with the ability to de-escalate customer calls

This job is considered “safety sensitive” as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.

Job Responsibilities

• Collaborate with internal teams to escalate and resolve complex customer issues, ensuring seamless coordination and effective problem resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, sharing feedback and suggestions with team leads and managers.
• Stay up-to-date with PSE's products, services, policies, and procedures to provide accurate information to customers.
• Navigate between multiple systems and reference guides to ensure customer issues are handled per company standards.
• Provide information and respond to inquiries from customers and other employees regarding service requests, rates, basic high-bill inquiries, credit processes, energy conservation, customer programs, billing information and Company policy.
• Process mail returns, account changes or corrections, and respond to miscellaneous customer inquiries.
• Update customer information.
• Compile reports and process customer correspondence via email and chat.
• Initiate service orders or follow-up requests and make credit arrangements.
• Operate multi-line phone systems, calculators, and PSE systems. 

Minimum Qualifications

EDUCATION

• Minimum education and training including a high school diploma or GED; successful completion of six to ten (6-10) credits of business school or college studies in accounting, communications skills, drafting or social sciences transferable to a 4-year institution or its equivalent in experience and/or education as determined by Human Resources.
• Business courses: drafting/engineering, social sciences, psychology, communication, computer sciences, business math, business administration, business law, statistics, business communications, project management, sociology and economics.
• Successful completion of courses in basic PC, electricity and natural gas is desired.

EXPERIENCE

• Two years customer service skills preferably in a call center environment.
• Must be able to type a minimum of 35 words per minute.
• Must have strong verbal and written communication skills.

Additional Information

The next training class will begin on August 3rd in PSE’s Bothell office and will last a total of eight weeks. This position is hybrid (Washington base) with the option to work from home and/or in the