Customer Service Advisor

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven't stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We're always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all. Trainee to Regular Full time Position Starting Wage: $24.00 per hour* Eligible for medical benefits, paid time off , and 401(k) Hybrid role: Tualatin Office and work from home *Additional pay for bilingual Advisors who take Spanish calls What is it like to be an Advisor at PGE? We're seeking dedicated advisors who thrive in high-pressure situations and are ready to provide unwavering support when challenges arise. This role is crucial for our team, as we rely on advisors to be a reliable presence during critical moments, whether it's navigating a storm or handling difficult calls. The ideal candidate will possess strong problem-solving skills, a calm demeanor under pressure, and a commitment to guiding our customers through their most challenging times. Advisors must be reliable, respectful, empathetic, and resourceful. The stakes are high, but the work is rewarding, and we make it fun, too! There is no script to follow, no hard sales and no outgoing call quota to reach. PGE advisors focus on our customers and work on fast-paced, motivated teams. They receive coaching and feedback from highly trained supervisors, learn about green renewable resources, energy efficiency, and enjoy working as trusted energy advisors. We are hiring trainee positions at our Contact Center. These positions are set to start on January 27th, 2025. Full Time schedules for this position fall between the hours of 7am to 7pm, Monday through Friday with start times varying day to day. Schedules are released 2 weeks in advance. In-person training is up to eight weeks in duration and is Monday- Friday 8-5pm. In addition, you will be afforded time onsite to demonstrate proficiency in your role prior to working under the hybrid model of onsite and remote working. PGE Employees are expected to work during major outages. When we have many customers without power, there will be times when you are expected to report for outage duty. These can be 12-hour shifts and can include weekends and holidays as the Contact Center is staffed 24/7."¯ Please note any hours over 40 hours per work week is considered overtime and PGE pays overtime at double time. Required qualifications: 3 plus years prior customer service experience preferred. High school diploma or GED required. Proven experience and seamlessly switching between applications and database platforms Strong knowledge indexing skills to efficiently locate and retrieve information Exceptional multitasking abilities with a keen attention to detail excellent active listening skills with the ability to empathize with customers Proficient data entry skills with a focus on accuracy and efficiency Strong problem-solving skills and the ability to think on your feet Excellent communication skills both verbal and written Previous experience in a customer service or support role is a plus Can you: Type at least 20 words per minute? Use Microsoft Office applications proficiently? Learn a new computer system within a couple of days? Attend an in-person mandatory comprehensive training course lasting up to 8 weeks from 8am-5pm, Monday through Friday? Work fully onsite for the first 30-60 days until proficiency has been demonstrated? After training, work Monday through Friday, within the hours of 7am - 7pm, with varied shifts? Regular full-time positions may be available at the end of trainee assignment, depending on the business need and individual performance. Do you excel at the below skills? Ability to seamlessly switch between applications, databases, and customer interactions, never missing a beat. Ability to multitask and divide their attention allows them to simultaneously listen attentively to the customer's needs while swiftly entering the relevant information into the appropriate database fields • Do you have excellent communication skills? Competency of good listening, speaking clearly, and communicating with empathy are crucial and necessary. • Stay calm and professional, even when dealing with difficult customers. Ability to not take things personally while responding and acting with courtesy and professionalism. • Willing to learn the PGE products, services, and policies to provide accurate and thorough customer experiences. • Be patient and maintain a positive attitude. Make customers feel valued and that their concerns are important. • Pay close attention to details when handling requests and customer information to avoid mistakes. • Suggest appropriate solutions tailored to each customer's needs. Go the extra mile to ensure satisfaction. • Follow procedures for resolving complaints, issuing refunds/exchanges, and escalating complex issues when needed. • Continuously develop your customer service skills through training, feedback, and learning from experienced colleagues. • Multitasking, problem-solving, and stress management skills are helpful when dealing with high call/traffic volumes. It is not required, but it is even better if you: Are fluent in Spanish. Here are some frequently asked questions about the hiring process for Customer Service Advisors: What is the application process? When you apply for a position, your profile and answers to any job questions are measured against the job requirements. Please make sure your resume is up to date and is uploaded with your application, and you answer all the questions at the end of the application. Within one week, you should receive an email with a link to take required assessments. These assessments take about 30-40 minutes total to complete. Here is our planned process for our January class: Position posted until December or until positions are filled. Skill and aptitude assessments sent to candidates. After applying and taking the skill and aptitude assessments, top candidates will go through a phone interview. In-person interviews will be schedule through Mid- December or until filled Pre-employment process includes drug screen, background check (public record and confirmation of high school diploma or GED) and employment verification check. Start date is January 27th, 2025 How will Portland General Electric contact me if they are interested in my application? We want your experience with our recruiters to be a good one. Our recruiters typically reach out to job candidates via the email you have provided to us in your application. What can I do to prepare for an interview? We are looking for candidates that we feel will be successful in the role. Typically, we've found they possess these strengths: excellent customer service skills, the ability to be change agile, teamwork, computer savvy, and follow PGE's guiding behaviors. They also show awareness for the advisor role, and are knowledgeable about, and show enthusiasm for, working at PGE. Instead of just listing your strengths, describe what you have accomplished because of those strengths. Most interviews at Portland General Electric are behavior-based. This means our recruiters and hiring managers will ask about specific professional situations you have been in and your accomplishments. For example, if you mention that you are efficient, you will be asked to provide specific examples from your work history that illustrate this. Portland General Electric recruiters suggest you: Familiarize yourself with the content of your resume Review the position description to determine how your background applies Be prepared to cite examples of your key professional accomplishments or related academic work Read some basic information about Portland General Electric's history, value system, and our community Prepare a list of job-related questions that you can bring to the interview If I don't get this job, can I continue to apply for other Portland General Electric positions? Yes. Our positions are updated daily. Ensure that your profile is updated for the position you are applying for. What PGE's Customer Service Advisors are saying: "I am blown away daily by the unconditional support and all staff at the Tualatin Contact Center. "¯It is unlike anything I have ever experienced before. That kind of support breeds respect and loyalty that you just don't find in other workplace environments..." "...Even though I'm new to PGE I feel like I've been successful...I understand that learning is an ongoing process with the nature of the company and as time goes on, I will continue to strive and become even more successful." "I enjoy my job and the work I do. Is it stressful at times? Yes, however I feel that what I do makes a difference and I look forward to watching the day unfold and resolving complex issues for all of my customers..." Physical Capabilities Driving/travel/commute Occasionally (one to two times a month or less) Computer use (use computer regularly for entire work shift) Office environment By applying to this position, you are expressing interest in future positions at PGE. All applications will be reviewed on a timely basis, and you may be asked to apply to a specific job posting when we have immediate needs. *This position is not eligible for Visa Sponsorships. Must be 18 year of age or older Compensation Range: $21.85 - $32.77 Starting wage is listed within the main job posting above. Full compensation range provided for consideration should you transition into a full-time regular role after successfully completing a trainee period. Full-time regular roles are based upon performance and business need. PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future. To find out more, click here. ( Join us today and power your potential! Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric. PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law. PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting or by calling . The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at . To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled. December 5, 2024

Created: 2024-11-16