Customer Service Mission Control Coordinator - Portland, Oregon - #111654

Join Our Team!

PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability and diversity, equity and inclusion.

General Purpose

Oversee the effective handling of outage management, social media, and web/email correspondence to both internal and external customers. Support the customer care center by ensuring there is appropriate staffing to meet its customer service commitments during non-core hours.  Monitors and performs system health checks.  Operates within an evolving environment which requires continuous learning including developing and utilizing skills and competencies to best serve customers.
 

Responsibilities

Promote a customer first culture and commit to delivering outstanding results for customers
Accurately create and update outage information on the customer facing websites
Facilitate exchange of critical information between field personnel and Customer Care
Accurately create, record and update outage related messages on the internal and external outage interactive voice response system (IVR)
Monitor company social media sites such as Twitter and Facebook, for customer comments and concerns.  Respond to customer comments for response as appropriate. Create and provide updates through social media during outage or other emergency events
Monitor and respond to customer inquiries received via email and web during core hours and in emergency situations after hours
Act in the capacity of workforce management outside of core business hours to utilize available staffing resources in the most efficient manner. Including minimizing long wait times by monitoring agent activities, after call work, and staffing; managing and monitoring back office queues to ensure that non-phone work is completed; and taking appropriate actions to add or reassign resources when necessary
Monitor and communicate to Customer Care team current and upcoming weather activity in PacifiCorp service territory to identify and report any potential impacts to customers and operations
Monitor systems and perform system health checks to ensure that business critical programs are functioning properly
Assist Customer Care center with technology issues after hours
Provide reports and data summaries to call center management
Maintain the job knowledge and skills of a customer service agent as necessary to assist with regular inbound customer calls and non-phone back office work as needed.
Demonstrate adherence to identified performance measures as outlined in the Customer Care Center Guidelines
Monitor and notify facilities after hours of any emergencies/concerns in building including any necessary evacuation that may be required
Support emergency customer calls outside of core business hours
Assume Customer Care leadership role in the absence of management after hours
Respond to 3rd shift generalist calls outside of core business hours

Requirements

High School Diploma or GED Certificate; or the equivalent combination of education and work experience
A minimum of two years as a customer service agent with PacifiCorp
Knowledge or ability to learn staff scheduling and monitoring software, spreadsheet, database, word processing and presentation software applications.
Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes
Excellent knowledge of company policies and procedures, especially as they related to staffing
Ability to gather necessary information from internal and external customers, determine appropriate course of action and provide information to customers to resolve escalated customer outage inquires.
Demonstrated written and verbal communication and interpersonal skills to interface with team members and customers in a fashion that promotes positive customer relations.  
Active listening, conflict resolution and problem solving skills
Proficient with the use of personal computers to access and input relevant information on customer accounts
Ability to perform basic math calculations
Ability to create accurate and well written communications in response to internal and external customer inquiries and for posting to company communication sites (i.e. Twitter, Facebook)
Ability to navigate through multiple computer software programs
Ability to type a minimum of 30 WPM
Knowledge of general Company policies and procedures as well as those specific to outage, billing, credit/collections, service and account management is preferred.
Ability to work scheduled shifts and meet attendance requirements

Employees must be able to perform the essential functions of the position with or without an accommodation