NW Natural is committed to providing safe and reliable utility services. They are seeking a Customer Service Representative to respond to customer inquiries, manage account issues, and support the Customer Contact Center's mission of service excellence.
Responsibilities
- Responds to residential and commercial customers’ questions, service, and account issues
- Opens, closes, or answers billing or other questions on customer accounts
- Issues meter and service orders
- Trains, assists, and provides feedback to less-experienced workers at the direction of supervisor, which may include providing feedback to supervisor on progress of training
- Performs other tasks as required, including those in lower levels as referenced in the Collective Bargaining Agreement, with training as needed
- Acts and communicates in a professional, respectful, and cooperative manner in connection with all activities associated with NW Natural
- Follows supervisory instructions and is flexible and adaptable to changing conditions and expectations
- Maintains punctual, regular, and reliable attendance
- Demonstrates the Company’s core values and complies with all Company policies and procedures
- Issues meter and service orders for appliance inspection and adjustment
- Obtains and evaluates credit information to determine security requirements and/or acceptability for financing
- Responds to bill/account inquiries regarding high bills, bill breakdown, payment dates, tracing payment credits, and rate applications
- Determines action to be taken on open/closed service accounts to promote payment
- Meets department standards for qualitative and quantitative measures
- Follows Customer Contact Center/Emergency Contact Center protocol for gas odor complaints and emergencies
Skills
- Basic knowledge of PUC regulations and codes/operations necessary to prioritize and handle calls
- Basic math and reading skills
- Ability to access, input, and retrieve information from a computer
- Data entry skills of 6,000 kph with 90% accuracy
- Comprehensive knowledge of the Company's organization, inter-relationships, policies, procedures, processes, and department/work specific requirements
- Ability to interface with employees and customers to answer questions or resolve issues with tact and diplomacy
- Ability to deal with sensitive information in a confidential manner
- Ability to concentrate on tasks, apply procedures in sequence, make decisions with limited information, and work in a structured team environment
- Sustained sitting for 6-8 hours per day, hand/finger dexterity, and ability to grasp, bend, lift, reach, and stoop
Benefits
- Health & Wellness -Rich health insurance benefits with competitive employer contribution
- Free access to an online wellness resources platform
- Start with 16 PTO Days (Amount varies based on accrued work hours)
- 10 paid holidays and 3 floating holidays
- 3 weeks paid parental leave
- Green Team / Diversity, Equity & Inclusion Council / Safety Team / Women’s Network and many other Employee Resource Groups
- Numerous volunteer and community engagement opportunities
- Competitive 401K company contribution and match
- 15% discount on NW Natural stock through Employee Stock Purchase Program
- Up to $5250 a year in tuition reimbursement
- Wellness incentive program
- 20% off natural gas service
- Up to 30% discount at NW Natural Appliance Center
- TriMet Pass for all HQ employees
- Generous discounts with Verizon & AT&T Wireless
Company Overview
NW Natural Provides natural gas service to residential, commercial, and industrial customers. It was founded in 1859, and is headquartered in Portland, Oregon, USA, with a workforce of 1001-5000 employees. Its website is https://www.nwnatural.com.
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