Cust Care Spclst 2772/Cust Care Spclst (Spanish) 2772+S - Local 57 (Cust Care Wasatch)

General Purpose

As a care specialist, you will provide customer care by telephone and email to existing and future customers. You will assist with billing, credit and collections, service requests, energy efficiency and customer account management. In addition, you will assist customers regarding service outages, restoration of electric services, electric service billings, regulatory billing requirements and company policy and practice. All this is done through the use of multiple computer software programs and collaborating with other departments.
We are a company that cares. In addition to our focus on our external customers and communities we know what it takes to take care of our employees. We provide a comprehensive paid training program, excellent benefits that include paid time off, medical and dental insurance, tuition reimbursement and 401 K options. Following paid training we offer full and part- time shifts and performance based voluntary work from home programs.
If a customer-first culture is a commitment you are willing to take come be a part of PacifiCorp. We are looking for care specialists who ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction, all while adhering to customer care performance measures.

Responsibilities

• Promote a customer first culture and commit to delivering outstanding results for customers.
• Provide customer care via telephone to existing and future customers by delivering services such as billing, credit and collections, service requests, energy efficiency and customer account management.
• Assist customers via telephone in regard to service outages, restoration of electric services, and electric service billings. Provide specialized advice in regard to regulatory billing requirements and company processes via extensive phone time and electronic means.
• Resolve disconnects or account delinquency issues by discussing options available with the customer and agreeing to an appropriate plan.
• Coordinate customer’s requests, when necessary, with the appropriate company department. Prepare written communication with the use of templates.
• Communicate with field personnel via phone or electronic means to process customer work orders.
• Demonstrate adherence to identified PCCC performance measures as outlined in the Customer Contact Center Guidelines. Navigate through multiple computer software programs to address account information specific to customer inquiries.
• Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Requirements

• Candidates are required to have perfect attendance during first 3 months of employment to participate in training.
• High School Diploma or GED Certificate; or the equivalent combination of education and work experience. A minimum of two years non-sales customer service experience where one-on-one problem resolution was demonstrated, and/or two years of non-sales call center experience.
• Ability to gather necessary information from internal and external customers, determine appropriate course of action and provide information to customers.
• Advanced communication and interpersonal skills to interface with team members and customers to promote positive customer outcomes.
• Communication and interpersonal skills to interface with team members and customers in a fashion that promotes positive customer relations.
• Active listening, conflict resolution and problem-solving skills.
• Proficient with the use of personal computers to access and input relevant information on customer accounts. Ability to perform basic math calculations.
• Ability to type a minimum of 30 WPM.
• Knowledge of general Company policies and procedures as well as those specific to billing, credit/collections, service and account management is preferred.
• Ability to work scheduled shifts and meet attendance requirements. Successfully complete background check and drug screen.
  

Preferences

Additional Information

Req Id: 113132
Company Code: PacifiCorp
Primary Location: Salt Lake City, UT
Department: Customer Care
Schedule: Full-Time
Personnel Subarea: Non-Exempt
Hiring Range: $22.30-$23.30

Benefits: Health care, retirement, paid time off, tuition assistance, paid short-term and long-term disability, paid bereavement leave. For more information, please visit: https://careers.pacificorp.com/content/New-Benefits-Page/?locale=en_US

Employees must be able to perform the essential functions of the position with or without an accommodation.

At PacifiCorp, we celebrate diversity, equity and inclusion. PacifiCorp is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

Unless otherwise required by law, all offers of employment are contingent upon the successful completion of a background check and drug screening including for marijuana. While marijuana is legal in several states, including Oregon, a positive test for positions in Oregon may disqualify a candidate. The company complies with the laws of Washington and California and only obtains and considers positive tests for marijuana in safety-sensitive positions or those covered by U.S. Department of Transportation regulations.