Bilingual Customer Service Analyst / Customer Service Analyst

Bilingual Customer Service Analyst / Customer Service Analyst

The Eugene Water & Electric Board (EWEB) is looking for highly motivated and reliable Bilingual Customer Service Analysts and Customer Service Analysts to serve as the initial contact for customer inquiries and account transactions in our call center. Customer Service Analysts communicate with a high volume of customers to maintain utility account records in EWEB's customer information system and investigate and resolve customer inquiries in an efficient and confidential manner.

As a Customer Service Analyst (CSA), you'll assist customers with a wide range of EWEB services, initiatives, and billing needs primarily over the phone in a contact center environment. You'll be part of a 30+ person team empowered to analyze problems, offer solutions, and deliver exceptional service.

We provide classroom training and hands-on mentoring to support your success. Our ideal candidates are empathetic, attentive, eager to learn, and committed to helping customers in challenging situations. An ability to professionally handle angry or upset customers while navigating highly complex situations is a must. Reliable and consistent attendance is essential to supporting both our customers and team.

While most interactions are phone-based, you may occasionally assist customers in person. In-person duties may include cash handling, accurate payment posting, and managing complex payment arrangements with a high level of detail.

Key Responsibilities :

• Serve as the initial contact for external customer inquiries and transactions. Identify, investigate and resolve a variety of customer concerns within EWEB Policies and Procedures. Communicate and follow up with other Customer Services staff, EWEB departments and outside entities to assist customers with a variety of inquiries.
• Perform constant and high-volume data entry using a variety of computer applications. Process service orders as appropriate. Provides support to customers utilizing online systems.
• Availability to assist customers in outage and emergency situations both during normal work hours as well as nights, weekends and holidays.
• Market promote and support existing and future EWEB products and services.
• Administer simple contracts and notarizations.
• Assist in the training or mentoring of new staff. Assist in departmental presentations and procedure documentation.

What You'll Bring :

Bilingual skills are highly valued to better serve our diverse community.

Maintain confidentiality of customer and company information and comply with legislation and policies regarding consumer privacy.

A passion for providing exceptional customer service.

Strong communication skills and the ability to actively listen, empathize, and respond with professionalism to customers.

Confidence in making real-time decisions and applying policies consistently during customer interactions.

Interest in learning about EWEB's initiatives, products, and services to better support our customer-owners.

Ability to adapt between phone-based and occasional in-person customer service settings.

Compensation & Benefits :

The starting annual salary range for this position is $25.63 - $30.88 per hour commensurate with knowledge, skills, and education as they relate to the position is.

EWEB values total worker health both at work and at home, and provides a robust compensation & benefits package.

Minimum Training and Experience Required :

Two years of customer service experience with primary job functions involving management of customer accounts, high volume of customer interaction either over the phone or face to face to resolve a customer's inquiries.

Regular use of a customer information system (example : SAP, SalesForce, Oracle, NetSuite, MS Dynamics, etc).

A wide variety of complex decision making while processing a high volume of customer interactions, and high-volume data entry.

Education : High school diploma or GED.

Equivalency : Candidates who do not meet all of the minimum qualifications but whose application materials demonstrate equivalent relevant experience, skills, and ability to excel in similar roles are encouraged to apply.

Desirable education, experience, training, and certifications : 1 year of contact center experience, bilingual skills (Spanish), utility customer service, collections, and / or banking industry experience, experience with account reconciliation and payment arrangements preferred.

Professional license or registration : None

Oregon driver's license required : No

Post-offer background check required : Yes

Post-offer drug test required : No

Post-offer physical / functional test required : No

Please Note : Applicants must be authorized to work for any employer in the United States. EWEB is unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Employment Opportunity :

EWEB takes pride in our commitment to diversity and inclusion among our employees. We embrace and value differences of culture, education, experience, physical ability and unique perspectives in our workplace. We invite applications from qualified candidates who share our commitment to diversity. Attracting, retaining, and advancing talent from all sources strengthens our bond with the multifaceted community we serve.

Tobacco, Smoke, and Vapor - Free Campus Policy :

EWEB fosters an environment promoting good health for both employees and the public. We want to enhance the quality of air, appearance, and employee health in and around EWEB facilities and equipment. Employees, contractors, volunteers, and visitors may not use, distribute, or sell tobacco while participating in EWEB functions, on EWEB property, or while performing right-of-way tasks.

EWEB offers employees a progressive work culture devoted to providing excellent public service. Our employees work in a fast-paced environment where creativity, innovation, involvement, teamwork, and professional development are supported and encouraged. We are committed to providing a work environment conducive to the safety, health, and well-being of our workforce, and offer great benefits, including but not limited to health care, vacation and sick leave, pension, holidays, and an employee credit union. We consistently rank as one of the healthiest employers in Oregon!

EWEB is Oregon's largest customer-owned utility. We provide water and electricity to the Eugene community, as well as parts of east Springfield and the McKenzie River valley area. As a public utility, we do not operate to earn a profit or to serve the investment needs of stockholders. Instead, EWEB is chartered by the City of Eugene to serve the interests of its citizens. We are owned by the people of Eugene and it's our job to provide reliable, affordable water and electricity for our customers.

Our core values :

SAFE

RELIABLE

AFFORDABLE

ENVIRONMENTAL

COMMUNITY / CULTURE