Customer Service Associate

  • PacifCorp/Rocky Mountain Power
  • Portland, OR, USA
  • May 08, 2018
Full time Service Customer Service

Job Description

Hiring Range: $16.97

  • Spanish speaking agents that are proficient in both English and Spanish will receive an additional $1 per hour. 

General Purpose

We are looking for 15 customer-oriented service associates, including CSA’s that are professionally fluent in both English & Spanish. A customer service associate, or CSA, 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. They will provide services information, answer questions, and resolve emerging problems that our customers might have encountered. During training, agents will work Monday-Friday 8AM-5PM with an hour lunch.

Responsibilities

  • Provide world-class customer service 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.

Additional Information

Primary Location: Portland

Department: 00001027 Pacific Power

Schedule: FULLTIME

Personnel Subarea: PCCC Non-Exempt 

Hiring Range: $16.97

  • Spanish speaking agents that are proficient in both English and Spanish will receive an additional $1 per hour. 

 

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.

URL

https://careers.pacificorp.com/job/Portland-Customer-Service-Associate-OR-97232/475818800/

Salary

$17.97 for Spanish speaking agents that are proficient in both English and Spanish.

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