Temporary Customer Service Representative I

Job Description

PSE is Washington’s largest energy utility, serving 1.26 million electric customers and nearly 900,000 natural gas customers across Western Washington.  We understand that some of our customers may experience financial challenges and need additional assistance managing their energy bills. Through PSE.com and our Customer Care team, customers can apply for programs designed to provide additional bill payment support.

We are seeking a Temporary Customer Service Representative I to help support customers through this important process. This temporary assignment may last up to nine months and will focus on reviewing and processing both paper and electronic applications for energy assistance. In this role, you will help ensure customer information is accurately entered, applications are processed efficiently, and customers receive the support they need.

We’re looking for someone who is passionate about helping others, brings strong attention to detail, and is comfortable navigating multiple systems and processes. PSE uses SAP and MiUtility to support this work, so experience with these systems is a plus, but not required. More importantly, we’re looking for someone who is adaptable, comfortable with technology, and able to quickly learn new systems and processes.

This is a great opportunity for someone who enjoys detail-oriented work while knowing that what they do each day can make a meaningful difference for customers in our communities.

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.

All PSE employees are expected to uphold the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities and promote and support a culture of total safety. Additionally, employees need to demonstrate commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct. All duties are to be performed in accordance with all regulatory compliance obligations.

Job Responsibilities

1. Under general direction, 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.
2. Relieve other customer service personnel and/or be responsible for a specialized area of customer service.
3. Process mail returns, account changes or corrections, and respond to miscellaneous customer inquiries. Update customer information. Compile reports and perform other office and clerical tasks as required. Process customer correspondence.
4. Initiate service orders or follow-up requests and make credit arrangements.
5. Operate computers, telephone systems, calculators and related equipment.
6. Perform similar and incidental duties as required.

Minimum Qualifications

• 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.

Desired Qualifications

• Successful completion of courses in basic PC, electricity and natural gas.
• Remote teamwork experience 
• Customer Service experience