Customer Service Representative - Salem

Customer Service Representative - FT Salem

Union Position;
Up to 2 positions;
Customer Contact Center Training;
Salem, Oregon (US-OR);
Regular FT;
Posting # 5451

At NW Natural, we offer more than rewarding career opportunities and a vibrant, inclusive work culture. We invite you to join us in providing safe and reliable utility services and renewable energy to better the lives of the communities we serve. Our vision is to be the leader in service excellence, innovation and environmental stewardship for our customers, while building on our strengths as a trusted energy provider and environmental leader for our industry.

In addition to environmental stewardship, we're also deeply committed to Diversity, Equity and Inclusion at NW Natural. Our DEI Council started 21 years ago, and today we continue to foster a culture where all employees can experience a sense of belonging, shared purpose and possibility.

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.

• 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.

Qualification Period: 6 months

• 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 $5,250 a year in tuition reimbursement
• Wellness incentive program

• 20% off natural gas service
• Up to 30% discount at NW Natural Appliance Center
• Tri Met Pass for all HQ employees
• Generous discounts with Verizon & AT&T Wireless

Hourly Rate: $33.10