Customer Service Advisor

1 month ago

Portland, Oregon, United States Portland General Electric Company Full time

We are hiring trainee positions at our Contact Center. These positions are set to start on July 22, 2024.

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 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 to 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.

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?

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 July class:

Position posted until Mid-June 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 June 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 July 22, 2024

Read the full posting.

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