Customer Care Specialist *$200 Sign-On Bonus* - Salt Lake City, Utah #112712

About the position

PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability, and diversity, equity, and inclusion. As a Customer Care Specialist, you will provide customer care by telephone and email to existing and future customers. Your role will involve assisting with billing, credit and collections, service requests, energy efficiency, and customer account management. You will also help customers regarding service outages, restoration of electric services, electric service billings, regulatory billing requirements, and company policy and practice. This position requires the use of multiple computer software programs and collaboration with other departments to ensure that customers receive the best possible service. At PacifiCorp, we have a bold vision that our customers are taken care of through sustainable, affordable, and reliable energy. We are the largest grid operator in the western United States, serving 1.9 million and growing customers across six states, including Oregon, Washington, California, Idaho, Wyoming, and Utah. Our customer-first focus presents the opportunity for interaction with our customers one-on-one, making personalized and valued experiences for each customer, whether it be answering their inquiries with a first-call resolution mindset, educating customers on energy efficiency, or sharing information about programs we offer, such as renewable energy options. 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.
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• 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.
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• Assist customers via telephone in regard to service outages, restoration of electric services, and electric service billings.
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• Provide specialized advice in regard to regulatory billing requirements and company processes via extensive phone time and electronic means.
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• Resolve disconnects or account delinquency issues by discussing options available with the customer and agreeing to an appropriate plan.
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• Coordinate customer's requests, when necessary, with the appropriate company department.
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• Prepare written communication with the use of templates.
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• Communicate with field personnel via phone or electronic means to process customer work orders.
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• Demonstrate adherence to identified PCCC performance measures as outlined in the Customer Contact Center Guidelines.
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• Navigate through multiple computer software programs to address account information specific to customer inquiries.
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• Ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

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

Nice-to-haves
• Bilingual in English and Spanish is preferred, as it offers an additional $1.00/hour following training.

Benefits
• Health care
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• Retirement
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• Paid time off
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• Tuition assistance
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• Paid short-term and long-term disability
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• Paid bereavement leave

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