Customer Service Representative - FT PDX

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