Customer Service Representative I

Job Description

Are you passionate about helping people and delivering exceptional customer experiences?  If so, Puget Sound Energy (PSE) invites you to consider joining our team as a Customer Service Representative.

As a Customer Service Representative, you’ll be on the front line of PSE’s commitment to our customers and communities. You’ll help customers navigate questions, solve problems, understand their accounts, and access the services they rely on every day.

This is a high-volume inbound call center environment, where you can expect to handle 50 or more customer calls each day.  Customers may reach us when they are experiencing an outage, facing a service disconnection, or navigating an urgent situation. Success in this role requires the ability to remain professional under pressure, listen with empathy, de-escalate challenging conversations all while understanding the customer’s needs to help guide them toward solutions.

You’ll often navigate multiple systems while speaking with customers, gathering information, identifying solutions, and clearly communicating next steps.

Schedule, Attendance & Training

The anticipated start date for this position is November 30, 2026.

New employees will begin with a minimum of four weeks of in-person training at our Bothell office. Because each day of training builds upon the previous day, consistent and timely attendance throughout the training period is critical to your success.

Following training, this position operates on a fixed work schedule within the established operating hours of the Customer Service team.  Reliable and consistent attendance is an essential requirement of this position. Our customers depend on us every day, and employees are expected to be ready and available to work their assigned schedules.

Hybrid Work & Emergency Response

This position currently offers flexibility to work remotely, in the office, or a combination of both following the successful completion of in-person training. You will discuss available work-location options with your supervisor after training.

PSE provides an essential service to our communities, and circumstances such as storms or other emergencies may require employees in this role to report to a PSE location and work outside of their normal working arrangements.

What Will Help You Succeed

The most successful candidates will bring:

• Strong verbal communication and active listening skills
• The ability to remain professional and composed during challenging customer interactions
• Empathy and the ability to effectively de-escalate difficult conversations
• The ability to multitask, prioritize, and navigate multiple systems simultaneously
• Dependability and a commitment to consistent, reliable attendance
• Strong problem-solving skills and sound judgment
• Curiosity and a willingness to learn about PSE and the utility industry
• A customer-first mindset while balancing customer needs with company policies and procedures
• The resilience to move from one challenging interaction to the next while continuing to provide excellent service

If you enjoy helping people and want to play an important role in serving your community, we encourage you to apply!

This job is considered “safety sensitive” as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.

Job Responsibilities

• You’ll 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
  • 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.

Minimum Qualifications

• Minimum education and training including a high school diploma or GED;
• Successful completion of courses in basic PC, electricity and natural gas is desired.
• 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.