What is it like to be an Advisor at PGE?
We're seeking dedicated advisors who thrive in high-pressure situations and are ready to provide unwavering support when challenges arise. This role is crucial for our team, as we rely on advisors to be a reliable presence during critical moments, whether it's navigating a storm or handling difficult calls. The ideal candidate will possess strong problem-solving skills, a calm demeanor under pressure, and a commitment to guiding our customers through their most challenging times.
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 January 27th, 2025.
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 in duration and is 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 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.
Read the full posting.Portland General Electric Company
121 SW Salmon St
Portland
Oregon United States
www.portlandgeneral.com
