Job Description

Puget Sound Energy is looking to grow our community with top talented individuals like you! With our rapidly growing, award winning energy efficiency programs, our pathway to an exciting and innovative future is now.

PSE's Customer Operations team is looking for qualified candidates to fill an open  Customer Service Representative I  position!

Specific details regarding the work arrangements for this position will be discussed in further detail during the interview process.

Job Description

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where problem-solving and communication skills are highly valued? If so, Puget Sound Energy (PSE) is seeking talented and dedicated individuals to join our team as a Customer Service Representative!

As a Customer Service Representative at PSE, you will be at the forefront of our commitment to providing outstanding service to our valued customers. You will play a crucial role in ensuring their satisfaction by addressing inquiries, resolving issues, and delivering top-notch support.

In this role, you will be working in an in-bound call center and answering 50+ calls a day from customers in our community who need help with some of the following:

• Bill pay assistance
• Starting a new service or ending service at a prior address
• Questions about power outages in their area
• Setting up a new account and updating customer records
• Triaging gas emergencies

The most successful candidates for this position will possess:

• Ability to multi-task, set priorities, and use multiple systems at once to answer customer questions
• Strong verbal communication skills and ability to professionally handle difficult customer calls
• Curiosity to learn about the utility industry and willingness to ask questions
• Capable of leading with empathy coupled with the ability to de-escalate customer calls

This job is considered “safety sensitive” as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.

Job Responsibilities

• Collaborate with internal teams to escalate and resolve complex customer issues, ensuring seamless coordination and effective problem resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, sharing feedback and suggestions with team leads and managers.
• Stay up-to-date with PSE's products, services, policies, and procedures to provide accurate information to customers.
• Navigate between multiple systems and reference guides to ensure customer issues are handled per company standards.
• Provide information and respond to inquiries from customers and other employees regarding service requests, rates, basic high-bill inquiries, credit processes, energy conservation, customer programs, billing information and Company policy.
• Process mail returns, account changes or corrections, and respond to miscellaneous customer inquiries. Update customer information.
• Compile reports and process customer correspondence via email and chat.
• Initiate service orders or follow-up requests and make credit arrangements.
• Operate multi-line phone systems, calculators, and PSE systems. 

Minimum Qualifications

EDUCATION

• Minimum education and training including a high school diploma or GED; successful completion of six to ten (6-10) credits of business school or college studies in accounting, communications skills, drafting or social sciences transferable to a 4-year institution or its equivalent in experience and/or education as determined by Human Resources.
• Business courses: drafting/engineering, social sciences, psychology, communication, computer sciences, business math, business administration, business law, statistics, business communications, project management, sociology and economics.
• Successful completion of courses in basic PC, electricity and natural gas is desired.

EXPERIENCE

• Two years customer service skills preferably in a call center environment.
• Must have strong verbal and written communication skills.

Additional Information

The next training class will begin on October 14th in PSE’s Bothell office and will last a total of eight weeks. This position is hybrid (Washington base) with the option to work from home and/or in the office after the initial training period. The first round of application review will begin the week of August 11th.

The position is not responsible for supervising or leading other persons. Coordination with other areas is often necessary to respond to customer requests.

The position has constant communications with internal and external customers to gather and provide and to coordinate customer service activities.

The duties and responsibilities are performed in an office environment. The position generally involves continuous sitting, occasional standing and walking, light lifting, frequent bending, reaching, keyboard and telephone operation.

The environment conditions generally include ambient inside temperature, lighting and noise levels.

 

At PSE we value and respect our employees and provide them opportunities to excel. We offer a competitive compensation and rewards package.

The pay range for this position is $26.67 - $35.15, and this position is eligible for annual goals based incentive bonuses. 

PSE offers a suite of benefits to our employees. Employees are eligible for medical, dental, vision, basic life, and short- and long-term disability insurance. There are additional voluntary options of supplemental life insurance, accidental death and dismemberment insurance, flexible spending accounts for health care and dependent daycare, and an Employee assistance program (EAP). For long term savings, PSE offers a 401(k) investment option and a cash balance retirement plan. Employees will also receive Paid Time Off (PTO) and Paid Holidays throughout the calendar year. Detailed benefit overviews can be found on our Career page - Why Work For Us (pse.com) .  

Families and businesses depend on PSE to provide the energy they need to pursue their dreams. Our steadfast commitment to serving Washington communities with safe, dependable and efficient energy started in 1873. Today we're building the Northwest's energy future through efforts like our award winning energy efficiency programs and our leadership in renewable energy. 

Puget Sound Energy is committed to providing equal employment opportunity to all qualified applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, sexual orientation, gender identity, marital status, veteran status or presence of a disability that with or without reasonable accommodation does not prevent performance of the essential functions of the job, or any other category prohibited by local, state or federal law.

Should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources Staffing department at [email protected] or 425-462-3017.

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