Bi-Lingual Customer Care Specialist (Hybrid) *$ 200.00 Bonus*- Portland, OR #109753

Power your career and work for a company that focuses on customer first!

At PacifiCorp we have a bold vision that our customers are taken care of through sustainable affordable and reliable energy.  We are the largest grid operator in the western United States, serving 1.9 million and growing customers in six states that include: Oregon, Washington California, Idaho, Wyoming and Utah.

Our customer-first focus presents the opportunity for interaction with our customers one-on-one, making personalized and valued experiences for each customer whether it be answering their inquires with a first call resolution mindset, educating customers on energy efficiency or sharing with them about programs we offer such as renewable energy options.  

General Purpose

As a care specialist, you will provide customer care by telephone and email to existing and future customers. You will assist with billing, credit and collections, service requests, energy efficiency and customer account management. In addition, you will assist customers regarding service outages, restoration of electric services, electric service billings, regulatory billing requirements and company policy and practice. All this is done through the use of multiple computer software programs and collaborating with other departments.

We are a company that cares. In addition to our focus on our external customers and communities we know what it takes to take care of our employees. We provide a comprehensive paid training program, excellent benefits that include paid time off, medical and dental insurance, tuition reimbursement and 401K options. Following paid training we offer full and part-time shifts and performance based voluntary work from home programs.

If a customer-first culture is a commitment you are willing to take come be a part of PacifiCorp. We are looking for care specialists who ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction, all while adhering to customer care performance measures.

Join our team and be a part of making a difference in our customers’ lives!

Responsibilities

•    Promote a customer first culture and commit to delivering outstanding results for customers.
•    Provide customer care via telephone to existing and future customers by delivering services such as billing, credit and collections, service requests, energy efficiency and customer account management.
•    Assist customers via telephone in regard to service outages, restoration of electric services, and electric service billings.
•    Provide specialized advice in regard to regulatory billing requirements and company processes via extensive phone time and electronic means.
•    Resolve disconnect or account delinquency issues by discussing options available with the customer and agreeing to an appropriate plan. 

•    Prepare written communication with the use of templates.
•    Communicate with field personnel via phone or electronic means to process customer work orders.
•    Demonstrate adherence to identified PCCC performance measures as outlined in the Customer Contact Center Guidelines.
•    Navigate through multiple computer software programs to address account information specific to customer inquiries.
•    Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Requirements

•    Hybrid program requires 100 mbps upload internet speed and 10mbps download speed for the remote work.
•    Performance must be maintained to work remotely
•    Individuals will be required to come into the office following introductory training based on need and manager’s request. Examples include training, all hands-on meetings and special events
•    High School Diploma or GED Certificate; or the equivalent combination of education and work experience.
•    A minimum of two years non-sales customer service experience where one-on-one problem resolution was demonstrated, and/or two years of non-sales call center experience.
•    Ability to gather necessary information from internal and external customers, determine appropriate course of action and provide information to customers.
•    Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.
•    Communication and interpersonal skills to interface with team members and customers in a fashion that promotes positive customer relations.

•    Active listening, conflict resolution and problem solving skills.
•    Proficient with the use of personal computers to access and input relevant information on customer accounts.
•    Ability to perform basic math calculations.
•    Ability to type a minimum of 30 WPM.
•    Knowledge of general Company policies and procedures as well as those specific to billing, credit/collections, service and account management is preferred.
•    Ability to work scheduled shifts and meet attendance requirements.

Additional Information

Company Code: PacifiCorp 
Primary Location: Portland, Oregon 
Department: Pacific Power
Schedule: Full-time 
Personnel Subarea: Non-exempt 
Hiring Range: $ 20.62 starting wage with performance based raised to reach potential $ 26.24 within first 2 years of employment. Positions are available for English and Spanish Speaking Specialist. Employee will receive an additional $ 1.00/hour to communicate fluently in Spanish and English. 

Employee Referral Bonus: $ 200 ($ 100 upon start and $ 100 following completion of training) 
Sign-On Bonus: $ 200 ($ 100 upon start and $ 100 following completion of training) 

Employees must be able to perform the essential functions of the position with or without an accommodation. 
Position is approximately 80% work from home and 20% work in the office pending performance. 

Benefits: Health care, retirement, paid time off, tuition assistance, paid short-term and long-term disability, paid bereavement leave. For more information, please visit: https://careers.pacificorp.com/content/New-Benefits-Page/?locale=en_US

Additional Information

At PacifiCorp, we encourage everyone to work together. We embrace diversity and value the distinct perspectives of all our employees. We strive to cultivate a workplace that connects each employee to the organization and enables all individuals to participate and contribute to their full potential. 

It is PacifiCorp’s policy to provide and promote equal employment opportunity to all employees and applicants in accordance with local, state and federal laws and regulations governing personnel activities. In accordance with federal guidelines, PacifiCorp is committed to a program of affirmative action. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, veteran status, national origin, sexual orientation or gender identity.

All offers of employment are contingent upon the successful completion of a background check and drug screening.