Customer Service Representative I

Puget Sound Energy•Bothell, WA

9d•$27 - $35•Hybrid

About The Position

Puget Sound Energy (PSE) is seeking talented and dedicated individuals to join their Customer Operations team as a Customer Service Representative I. This role is at the forefront of providing outstanding service to customers, addressing inquiries, resolving issues, and delivering top-notch support in a fast-paced, dynamic inbound call center environment. The position involves answering over 50 calls daily, assisting customers with various needs including bill pay, service changes, power outage inquiries, new account setup, and triaging gas emergencies. Specific work arrangements will be discussed during the interview process. This job is considered "safety sensitive" and is subject to pre-employment drug screening.

Requirements

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.
Two years customer service skills preferably in a call center environment.
Must be able to type a minimum of 35 words per minute.
Must have strong verbal and written communication skills.

Nice To Haves

Successful completion of courses in basic PC, electricity and natural gas is desired.

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.