Customer Experience Specialist

Overview

Energy Trust of Oregon is an independent nonprofit organization dedicated to energy efficiency and renewable energy development. The Customer Experience Specialist ensures a positive customer experience for all customers, trade allies, and stakeholders by maintaining customer experience processes and documentation, providing training to customer-facing staff, monitoring call center interactions, and supporting complaint resolution in coordination with the Customer Experience Manager.

• Develop and maintain customer experience policies and process documentation.
• Support and train contracted contact center staff and management.
• Monitor call recordings to determine call quality levels in coordination with contracted contact center management and Customer Experience Manager.
• Advises Energy Trust and PMC staff on customer experience best practices and procedures.
• Interact with customers by phone, email, or written letters to troubleshoot concerns and address escalated complaints.
• Report on complaint volumes, categories and outcomes on a regular basis.
• Lead or facilitate process mapping exercises with Energy Trust, PMC and PDC staff.
• Respond to written customer, trade ally and stakeholder inquiries.
• Lead projects to improve existing customer-facing processes or develop new processes to meet new or changing needs.
• Advocate for customers when exceptions are warranted to resolve concerns.
• Serve as a member of the Customer Experience Team to implement projects and processes to improve service for customers, trade allies, community partners and stakeholders.
• Perform other job-related duties as assigned.

• Bachelor’s degree in a relevant discipline or equivalent combination of education and professional experience in contact centers or customer service roles.
• Three years of experience in developing processes, procedures and systems to serve customers efficiently.
• Excellent customer service, organization, verbal and written communication skills.
• Experience in project management is preferred.
• Strong understanding of data systems, including Customer Relationship Management systems, reporting tools and project management techniques.
• Experience working with telephony and IVR systems and telephony system reporting.
• Demonstrated experience working on record or data system projects or improvements.
• Demonstrated experience working on multiple concurrent team-based initiatives.
• Demonstrated experience writing requirements for data and system enhancements.
• Demonstrated understanding of standard work agreements and contracts, and experience working with a legal department to mitigate risk.
• Demonstrated experience in conflict and complaint resolution, particularly in sensitive or high-profile situations.
• Proficiency in Microsoft Word, PowerPoint and Excel; experience with SharePoint is a plus.
• Preference for experience in a contact center or in-person customer service role.
• Familiarity with or background in energy efficiency and renewable energy preferred but not required.

• Health, dental and vision insurance.
• Employer‑sponsored life and disability insurance.
• 401(k) with 6% company contribution after 90 days.
• Tri Met pass.
• Health and dependent FSA/HSA accounts.
• Generous paid vacation, holidays and sick days.
• Paid volunteer hours.
• Employee assistance program.
• Career advancement opportunities.
• Flexible work from home and/or office space at Portland, OR location.
• Work‑from‑home laptop provided.

Please submit a resume and a brief cover letter that shares your interest in this role. Check out our openings at www.energytrust.org/About/careers
. All offers of employment are conditional pending the successful completion of a background check and reference checks.

Energy Trust of Oregon is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non‑merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process.

Energy Trust is an E‑Verify employer and is committed to pay equity and fair employment practices.