Customer Service Advisor

Trainee to Regular Full time Position

Starting Wage : $24.00* per hour

Eligible for medical benefits, paid time off, and 401(k)

Hybrid role : Tualatin Office and work from home

What is it like to be an Advisor at PGE?

Customers rely on PGE to keep the lights on; and PGE relies on its advisors to be there when a storm hits, or a tough call comes in.

Advisors must be reliable, respectful, empathetic, and resourceful. The stakes are high, but the work is rewarding, and we make it fun, too! There is no script to follow, no hard sales and no outgoing call quota to reach.

PGE advisors focus on our customers and work on fast-paced, motivated teams. They receive coaching and feedback from highly trained supervisors, learn about green renewable resources, energy efficiency, and enjoy working as trusted energy advisors.

We are hiring trainee positions at our Contact Center. These positions are set to start on October 14th, 2024.

Full Time schedules for this position fall between the hours of 7am to 7pm, Monday through Friday with start times varying day to day.

Schedules are released 2 weeks in advance.

In-person training is up to eight weeks Monday- Friday 8-5pm. In addition, you will be afforded time onsite to demonstrate proficiency in your role prior to working under the hybrid model of onsite and remote working

PGE Employees are expected to work during major outages. When we have many customers without power, there will be times when you are expected to report for outage duty.

These can be 12-hour shifts and can include weekends and holidays as the Contact Center is to staffed 24 / 7. Please note any hours over 40 hours per work week is considered overtime and PGE pays overtime at double time.

Required qualifications :

3 plus years prior customer service experience preferred.

High school diploma or GED required.

Proven experience and seamlessly switching between applications and database platforms

Strong knowledge indexing skills to efficiently locate and retrieve information

Exceptional multitasking abilities with a keen attention to detail excellent active listening skills with the ability to empathize with customers

Proficient data entry skills with a focus on accuracy and efficiency

Strong problem solving skills and the ability to think on your feet

Excellent communication skills both verbal and written

Previous experience in a customer service or support role is a plus

Can you :

Type at least 20 words per minute?

Use Microsoft Office applications proficiently?

Learn a new computer system within a couple of days?

Attend an in-person mandatory comprehensive training course lasting up to 8 weeks from 8am-5pm, Monday through Friday?

Work fully onsite for the first 30-60 days until proficiency has been demonstrated.

After training, work Monday through Friday, within the hours of 7am - 7pm, with varied shifts?

Regular full-time positions may be available at the end of trainee assignment, depending on the business need and individual performance.

Do you excel at the below skills?

Ability to seamlessly switch between applications, databases, and customer interactions, never missing a beat. Ability to multitask and divide their attention allows them to simultaneously listen attentively to the customer's needs while swiftly entering the relevant information into the appropriate database fields

• Do you have excellent communication skills? Competency of good listening, speaking clearly, and communicating with empathy are crucial and necessary.
• Stay calm and professional, even when dealing with difficult customers. Ability to not take things personally while responding and acting with courtesy and professionalism.
• Willing to learn the PGE products, services, and policies to provide accurate and thorough customer experiences..
• Be patient and maintain a positive attitude. Make customers feel valued and that their concerns are important.
• Pay close attention to details when handling requests and customer information to avoid mistakes.
• Suggest appropriate solutions tailored to each customer's needs. Go the extra mile to ensure satisfaction.
• Follow procedures for resolving complaints, issuing refunds / exchanges, and escalating complex issues when needed.
• Continuously develop your customer service skills through training, feedback, and learning from experienced colleagues.
• Multitasking, problem-solving, and stress management skills are helpful when dealing with high call / traffic volumes.

It is not required, but it is even better if you :

Are fluent in Spanish.

Here are some frequently asked questions about the hiring process for Customer Service Advisors :

What is the application process?

When you apply for a position, your profile and answers to any job questions are measured against the job requirements. Please make sure your resume is up to date and is uploaded with your application, and you answer all the questions at the end of the application.

Within one week, you should receive an email with a link to take required assessments. These assessments take about 30-40 minutes total to complete.

Here is our planned process for our October class :

Position posted until Mid-September or until positions are filled.

Skill and aptitude assessments sent to candidates.

After applying and taking the skill and aptitude assessments, top candidates will go through a phone interview.

In-person interviews will be schedule through September or until filled

Pre-employment process includes drug screen, background check (public record and confirmation of high school diploma or GED) and employment verification check.

Start date is October 14th, 2024

How will Portland General Electric contact me if they are interested in my application?

We want your experience with our recruiters to be a good one. Our recruiters typically reach out to job candidates via the email you have provided to us in your application.

What can I do to prepare for an interview?

We are looking for candidates that we feel will be successful in the role. Typically, we have found they possess these strengths : excellent customer service skills, the ability to be change agile, teamwork, computer savvy, and follow PGE’s guiding behaviors.

They also show awareness for the advisor role, and are knowledgeable about, and show enthusiasm for, working at PGE. Instead of just listing your strengths, describe what you have accomplished because of those strengths.

Most interviews at Portland General Electric are behavior-based. This means our recruiters and hiring managers will ask about specific professional situations you have been in and your accomplishments.

For example, if you mention that you are efficient, you will be asked to provide specific examples from your work history that illustrate this.

Portland General Electric recruiters suggest you :

Familiarize yourself with the content of your resume

Review the position description to determine how your background applies

Be prepared to cite examples of your key professional accomplishments or related academic work

Read some basic information about Portland General Electric's history, value system, and our community outreach at portlandgeneral.com

Prepare a list of job-related questions that you can bring to the interview

If I don't get this job, can I continue to apply for other Portland General Electric positions?

Yes. Our positions are updated daily. Ensure that your profile is updated for the position you are applying for.

What PGE's Customer Service Advisors are saying :

I am blown away daily by the unconditional support and all staff at the Tualatin Contact Center. It is unlike anything I have ever experienced before.

That kind of support breeds respect and loyalty that you just don't find in other workplace environments..."

Even though I'm new to PGE I feel like I've been successful...I understand that learning is an ongoing process with the nature of the company and as time goes on, I will continue to strive and become even more successful."

I enjoy my job and the work I do. Is it stressful at times? Yes, however I feel that what I do makes a difference and I look forward to watching the day unfold and resolving complex issues for all of my customers..."

Physical Capabilities

Driving / travel / commute Occasionally (one to two times a month or less)

Computer use (use computer regularly for entire work shift)

Office environment

Compensation Range : $21.85 - $32.77

$21.85 - $32.77

Starting wage is listed within the main job posting above. Full compensation range provided for consideration should you transition into a full-time regular role after successfully completing a trainee period.

Full-time regular roles are based upon performance and business need.

PGE believes in rewarding dedicated performance. We provide a total rewards package that is designed to reward your contributions to the company, and, at the same time, support your well-being and professional development, both now and into the future.