(Up to 5 positions)
Union Position
Customer Contact Center; Portland, OR
Regular; Full-Time
Posting #50198418
April 29, 2016
General Purpose:
Responds to residential and commercial customers’ questions, service, and account issues.
General Essential Functions:
•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, 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.
Essential Functions Requirements:
•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.
•National Career Readiness Certificate preferred.
•Subject to random drug testing.
Qualification Period:
6 months
This position will be tested on:
ACT Listening – Level 3
ACT Locating Information – Level 4
Hourly Wage: $22.59 (Grade 130)
Application Process: To be considered for this position, submit a complete electronic application including a cover letter and a resume.
https://www.nwnatural.com/Careers/JobOpportunities
Applications will be reviewed once application deadline has passed.
Deadline: May 4, 2016
All applications must be submitted through NW Natural’s Electronic Application System. Resumes submitted via email, fax or mail will not be accepted in lieu of an electronic application.
NW Natural strives to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need a reasonable accommodation in completing the application process, please call NW Natural at 1-800-422-4012 x5403, or contact us by email at employment@nwnatural.com .
NW Natural is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We also promote a drug-free work environment.
NW Natural is not accepting unsolicited assistance from search firms for this employment opportunity.
All resumes submitted by search firms to any employee at NW Natural via-email, the Internet or in any
form and/or method without a 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.
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