Customer Service Representative I

Puget Sound Energy•Bothell, WA

9d•Hybrid

About The Position

Puget Sound Energy (PSE) is seeking a Customer Service Representative I to join their Customer Operations team. This role is on the front line of PSE’s commitment to customers and communities, assisting them with questions, problem-solving, understanding accounts, and accessing services. The position operates in a high-volume inbound call center environment, handling 50 or more customer calls daily. Success requires professionalism under pressure, empathy, de-escalation skills, and the ability to navigate multiple systems while guiding customers to solutions. New employees will undergo a minimum of four weeks of in-person training at the Bothell office, requiring consistent and timely attendance. Following training, the position has a fixed work schedule, and reliable attendance is essential. The role offers flexibility to work remotely, in the office, or a hybrid model after training completion. In emergencies, employees may be required to report to a PSE location and work outside normal arrangements. 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.
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

Assist customers with a variety of needs, including billing questions and payment assistance, starting, stopping, or transferring service, power outage questions and information, establishing new accounts and updating customer records, triaging gas emergency calls, questions related to service disconnections, and other account and service-related needs.
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.