Customer Service Agent - Portland, Oregon #113792

POWER YOUR GREATNESS!

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

General Purpose

Provides customer service to existing and future customers by delivering services such as billing, credit and collections, service requests, energy efficiency and customer account management. Operates within an 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.
• Provide customer care via telephone to existing and future customers by delivering services such as billing, credit and collections, service requests, energy efficiency and customer account management.
• Assist customers via telephone in regard to service outages, restoration of electric services, and electric service billings.
• Provide specialized advice in regard to regulatory billing requirements and company processes via extensive phone time and electronic means.
• Resolve disconnect or account delinquency issues by discussing options available with the customer and agreeing to an appropriate plan.
• Coordinate customer’s requests, when necessary, with the appropriate company department.
• Prepare written communication with the use of templates.
• Communicate with field personnel via phone or electronic means to process customer work orders.
• Demonstrate adherence to identified PCCC performance measures as outlined in the Customer Contact Center Guidelines.
• Navigate through multiple computer software programs to address account information specific to customer inquiries.
• Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
   

Requirements

• High School Diploma or GED Certificate; or the equivalent combination of education and work experience.
• A minimum of two years non-sales customer service experience where one-on-one problem resolution was demonstrated, and/or two years of non-sales call center experience.
• Ability to gather necessary information from internal and external customers, determine appropriate course of action and provide information to customers.
• Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.
• 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 type a minimum of 30 WPM.
• Knowledge of general Company policies and procedures as well as those specific to billing, credit/collections, service and account management is preferred.
• Ability to work scheduled shifts and meet attendance requirements

Preferences

Additional Information

Req Id: 113792 
Company Code: PACIFICORP
Primary Location: Portland, Oregon    
Department: Customer Care 
Schedule: Full-Time -  Please note that our customer service center is 24/7 so schedule flexibility is required. 
Personnel Subarea: Non-Exempt
Hiring Range: $24.50/hr starting wage with performance based raises and potential to reach $31.19/hr within 2 years.

Benefits: Health care, retirement, paid time off, tuition assistance, paid short-term and long-term disability, paid bereavement leave. For more information, please visit: https://careers.pacificorp.com/content/New-Benefits-Page/?locale=en_US 

Employees must be able to perform the essential functions of the position with or without an accommodation.
PacifiCorp is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

Unless otherwise required by law, all offers of employment are contingent upon the successful completion of a background check and drug screening including for marijuana. While marijuana is legal in several states, including Oregon, a positive test for positions in Oregon may disqualify a candidate. The company complies with the laws of Washington and California and only obtains and considers positive tests for marijuana in safety-sensitive positions or those covered by U.S. Department of Transportation regulations.