Customer Service Scheduler

NW Natural•Happy Valley, OR

2d•$33

About The Position

At NW Natural, we offer more than rewarding career opportunities and a vibrant, inclusive work culture. We invite you to join us in providing safe and reliable utility services and renewable energy to better the lives of the communities we serve. Our vision is to be the leader in service excellence, innovation and environmental stewardship for our customers, while building on our strengths as a trusted energy provider and environmental leader for our industry. In addition to environmental stewardship, we’re also deeply committed to Diversity, Equity and Inclusion at NW Natural. Our DEI Council started 21 years ago, and today we continue to foster a culture where all employees can experience a sense of belonging, shared purpose and possibility.NOTE: This is a term position lasting up to 1 year.The Role: Responds to residential and commercial customers’ questions, service, and account issues.

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.
Ability to communicate with internal and external stakeholders effectively and at a high level of professionalism.
Ability to multi-task and respond quickly to changing priorities.

Responsibilities

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 as referenced in the Collective Bargaining Agreement (CBA), 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.
Performs a variety of administrative and customer service support activities.
Provides responses to billing inquiries and other types of inquiries on customer accounts. Explains procedures and resolves problems for internal or external customers.
Obtains and evaluates credit information.
Processes correspondence, paperwork and data requests received from multiple sources per department protocols.
Reviews delinquent accounts and schedules disconnections for non-payment in the field.
Gathers information for, researches and makes outgoing customer contacts related to departmental processes.
Obtains access for and schedules meter replacements in accordance with Company’s Regulatory field programs.
Follows departmental processes for responding to returned payments and non-sufficient fund notifications.
Follows Customer Contact Center/Emergency Contact Center protocol for gas odor complaints and emergencies.

Benefits

Rich health insurance benefits with competitive employer contribution
Free access to an online wellness resources platform
Start with 16 PTO Days (Amount varies based on accrued work hours)
10 paid holidays and 3 floating holidays
3 weeks paid parental leave
Be part of a workplace where your voice matters. Engage with our Diversity, Equity & Inclusion Council, and a variety of Employee Resource Groups that support community and growth.
Numerous volunteer and community engagement opportunities
Competitive 401K company contribution and match
15% discount on NW Natural stock through Employee Stock Purchase Program
Up to $5250 a year in tuition reimbursement
Wellness incentive program
20% off natural gas service
Up to 30% discount at NW Natural Appliance Center
TriMet Pass for all HQ employees
Generous discounts with Verizon & AT&T Wireless