Customer Service Representative

NW Natural
parental leave, paid holidays, tuition reimbursement, 401(k)
United States, Oregon, Portland
Mar 07, 2025
Customer Service Representative Union Position; Up to6positions Customer Contact Center-E;Portland,Oregon (US-OR) Regular FT Posting # 5214 About Us: 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. NOTE: During the first nine-weeks of classroom training, new hires are expected to work 8 am - 5pm at our Portland, Oregon headquarters. Extended time off requests will not be approved during classroom training. All representatives must live in the NW Natural service territory and may work onsite if they choose. The Role: Join a fun and award-winning contact center that serves NW Natural's customers and community. We are looking for talented customer service professionals, who have a passion for service that will support the Customer Contact Center's mission to embrace an inclusive culture where we treat each other as well as we do our customers. The contact center is an essential part of NW Natural's goal to deliver safe, and reliable energy by providing an exceptional customer experience over the phone. Our Customer Service Representatives answer residential and commercial customers' questions and account inquiries in a hybrid work environment after completing an onsite 90-day training at our Portland, Oregon headquarters. Day to Day: 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 CBA, 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. Position Specific Essential Functions: 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. Come on your first day with: 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. Subject to random drug testing. Qualification Period: 6 months What we offer: Health & Wellness - Rich health insurance benefits with competitive employer contribution Free access to an online wellness resources platform Work Life Balance - Start with 16 PTO Days(Amount varies based on accruedwork 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 Financial - 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 Discounts - 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 Hourly Rate:$31.83 Application Process: To be considered for this position, submit a complete electronic application including cover letter and resume via our website. https://www.nwnatural.com/about-us/the-company/careers Deadline:3/21/25 Disclosure:We are a drug free workplace and we comply with Federal Drug Free Workplace Act and Department of Transportation regulations. NW Natural is proud to be an equal opportunity employer. We welcome and embrace our candidates' diversity and take affirmative action to employ and advance individuals without discrimination on the basis of race, color, sex, gender identity or expression, sexual orientation, religion, age, physical or mental disability, veteran status, pregnancy (including childbirth or related medical conditions), national origin, marital status, genetic information, and all other legally protected characteristics. We forbid discrimination and harassment in the workplace based on any protected status or characteristic. A criminal history is not an automatic bar to employment with NW Natural. Instead, we make individualized assessments regarding qualifications and backgrounds. NW Natural is also committed to providing reasonable accommodations for individuals with disabilities, individuals with sincerely held religious beliefs, and disabled veterans in our job application procedures. If you need assistance or an accommodation as part of the application process, please contact us at employment@nwnatural.com or (971) 979-6341. NW Natural does not accept unsolicited submissions or assistance from search firms for posted positions. Resumes submitted by search firms working under a valid and current written contract with NW Natural valid written Statement of Work in place for this position from NW Natural HR/Employment will be deemed the sole property of NW Natural. No fee will be paid in the event the candidate is hired by NW Natural as a result of the referral or through other means.