Customer Service Specialist 1
About The Position
NW Natural Water owns and operates water and wastewater utilities in communities throughout Texas, Arizona, California, Idaho, Oregon, and Washington. Since 2018, NW Natural Water has acquired more than 30 utilities and today serves more than 190,000 people via 76,000 connections. Our parent company, NW Natural Holding Company (NYSE: NWN) (NW Natural Holdings), is headquartered in Portland, Oregon and has been doing business for over 165 years. The company operates through NW Natural Gas Company (NW Natural), SiEnergy Operating (SiEnergy), NW Natural Water Company (NW Natural Water), NW Natural Renewables Holdings (NW Natural Renewables), and other business interests, serving a combined population of over 2.6 million people. NW Natural Holdings' Texas operations are some of the fastest growing utilities in the nation, where our focus is on supporting developers by providing essential services to new communities. Our highly driven out-of-the-box thinkers are motivated to meet developer/builder timelines and requirements and pride themselves on partnerships with the developers, builders, and communities we serve.
Requirements
- 0–2 years customer service experience (utilities preferred but not required).
- High school diploma or equivalent.
- Solid communication and interpersonal skills.
- Basic computer literacy and data entry accuracy.
- Proficiency in contact center software.
- Adherence to established performance metrics (KPIs).
Responsibilities
- Answer inbound calls, emails, and chat communication using contact center software.
- Process standard service requests (start, stop, transfers, reconnects, disconnections).
- Provide account balance and payment information.
- Process customer payments, returned mail, and account updates related to billing correspondence.
- Conduct outbound calls to notify customers of leak alerts, declined payments, or other urgent account issues.
- Enter and update customer information in the Customer Information System (CIS).
- Escalate billing disputes, compliance issues, or unusual account problems to CSR II or III.
- Maintain performance expectations, including contact center Key Performance Indicators (KPIs).
- Perform other duties as required or assigned.
Benefits
- Rich health insurance benefits with competitive employer contribution
- Free access to an online wellness resources platform
- Start at 20 Vacation Days
- 80 Hours of Sick Time
- 13 paid holidays
- 3 weeks paid parental leave
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
