Customer Service Rep

Job Title: Customer Service Rep
Location: Portland, OR
Duration:  6 Months Temp to Hire
Work Schedule: Base hours during training will be Monday-Thursday 7:30 am to 6:30 pm. 
Four x 10 hour days during training with every Friday scheduled off. (Overtime hours may be worked after initial training phase)
Interview: The first interview date will be Monday December 4th. All interviews will be completed before Friday December 22nd. 
 
Job Description:
·         A customer service representative, or CSR, will act as a liaison for our customers. 
·         They will provide services information, answer questions, and resolve emerging problems that our customers might have encountered. 
·         They will do high quality work, with accuracy and efficiency. 
·         The best CSRs are genuinely excited to help customers. They’re patient, empathetic and passionately communicative. 
·         They love to talk, but more importantly, they are excellent listeners. 
·         Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. 
·         Problem solving comes naturally to customer care specialists. 
·         They are confident at troubleshooting, and investigate if they don’t have enough information to resolve customer complaints. 
·         The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. 
 
Minimum Requirements: 
·         High School Diploma or GED Certificate.
·         A minimum of two years customer service experience where one-on-one problem resolution was demonstrated, and/or two years of non-sales call centre experience. 
 
General Description of Job Duties: 
·         Provides excellent customer service to existing and future customers by delivering services such as billing, credit and collections, service requests, energy efficiency and customer account management. 
·         Assist customers, primarily via telephone, in regard to service outages, restoration of electric services, and electric service billings. 
·         Resolve disconnect or account delinquency issues by discussing options available with the customer and agreeing to an appropriate plan. 
·         Coordinate customer requests, when necessary, with the appropriate company department. 
·         Prepare written communication, and perform other non-phone back office work. 
·         Communicate with field personnel via phone or electronic means to process customer work orders. 
 
Skills & Abilities: 
·         Demonstrate active listening, problem solving and win-win resolution skills. 
·         Comfortable using multiple computer programs while working with customers. 
·         Familiar with basic math for billing analysis. 
·         Driven to meet company performance standards. 
·         Type a minimum of 30 WPM.
 

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