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 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