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Customer Care Specialist - Portland, OR - 54162

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Date: Aug 8, 2019

Location: Portland, OR, US, 97232

Company: PacifiCorp

General Purpose

We are looking for 20 customer care oriented specialists, including individuals that are professionally fluent in both English & Spanish. A customer care specialist will act as a liaison for our customers. They will provide services including, but not limited to, billing, credit and collections, service requests, energy efficiency, and customer account management. In addition specialists will answer utility related questions and resolve emerging problems that our customers might have encountered. 

Responsibilities
  • 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.
  • 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.
  • All offers of employment are contingent upon the successful completion of a background check and drug screening.
Additional Information

Req ID: 54162

Company Code: PacifiCorp

Primary Location: Portland

Department: PacifiCorp

Schedule: FULLTIME

Personnel Subarea: PCCC Non-Exempt

Hiring Range: 16.97

 

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

 

 

At PacifiCorp, we encourage everyone to work together. We embrace diversity and value the distinct perspectives of all our employees. We strive to cultivate a workplace that connects each employee to the organization and enables all individuals to participate and contribute to their full potential. 

 

 

It is PacifiCorp's policy to provide and promote equal employment opportunity to all employees and applicants in accordance with local, state and federal laws and regulations governing personnel activities. In accordance with federal guidelines, PacifiCorp is committed to a program of affirmative action. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, veteran status, national origin, sexual orientation or gender identity.

 

 

All offers of employment are contingent upon the successful completion of a background check and drug screening.


Nearest Major Market: Portland Oregon

Career Segment: Law, Call Center, Customer Service, Legal