Job Details

Customer Service Analysts & Bilingual Customer Service Analysts (Spanish/English)

Pay: $24.05 / hour

Employment type: Full-Time

Job Description

• Req#: CUSTO001359

The Eugene Water & Electric Board (EWEB) is looking for highly motivated and reliable Customer Service Analysts and Bilingual Customer Service Analysts (English/Spanish) 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 the Customer Information System (CIS) and investigate and resolve customer inquiries in an efficient and confidential manner.

This recruitment will close at 9am on Monday, November 27, 2023.

As a Customer Service Analyst, you will speak with customers about a vast array of EWEB initiatives, products, and activities. You will help to shape the public perception of EWEB and provide excellent service for billing, cross-selling, and collection activities. Work is performed in a contact center environment on a team of 30+ Customer Service Analysts who are empowered to analyze problems and devise solutions for EWEB customers. Supervisors and Leads provide a supportive teamwork-driven environment. New Customer Service Analysts participate in classroom training and receive additional on-the-job mentoring.

Customer Service Analysts primarily work in a contact center environment; however, you may be called upon to meet with customers in-person by appointment and in a lobby environment on occasion. Customer Service Analysts serving customers in-person will have the additional skills of cash handling, posting payments accurately with a high level of detail, and receiving payments through complex customer payment arrangements.

EWEB is seeking candidates who enjoy working with customers in sometimes difficult and stressful circumstances. This position requires the ability to maintain a professional decorum in stressful interactions with customers over the phone and face-to-face. The ability to think quickly and apply policies and procedures in a consistent manner while communicating in real-time with the customer is essential. Candidates should enjoy helping customers with requests and have the ability to listen, understand, and demonstrate empathy to customers. We are looking for employees who are eager to learn how to best serve our customer owners. To that end, regular, timely, and consistent attendance is required to best support our customers and our internal team members.

Work Schedule: Start and end times may vary, but the typical work schedule is eight (8) hours per day Monday Friday. Overtime and after-hours work may be required during emergency situations.

The starting salary for this position is $24.05 $28.97* per hour commensurate with knowledge, skills, education, and experience as it relates to the position.
*This position qualifies for a 3% bilingual premium. To qualify for the premium, you must meet Spanish language proficiency requirements as determined by EWEB or its designee. Premium pay will apply only to hours worked. EWEB reserves the right to retest employees as it deems necessary.

Important: The application for this position includes supplemental questions. Your responses will be scored and used to determine if you will proceed to the next step of the selection process. Provide detailed answers to each question. Please do not reference your resume or application in your responses. Applications may be rejected if incomplete.

Minimum Training and Experience Required:

Minimum Experience: 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 customers inquiries, use of a customer information system (CIS), 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.

Desirable education, experience, training, and certifications: 1 year of contact center experience, bilingual skills (Spanish), utility customer service and/or banking industry experience, experience with account reconciliation and payment arrangements preferred. Data-entry 110 strokes per minute with minimum 82% accuracy highly preferred.

For the Bilingual Customer Service Analyst position: Ability to speak fluently in both English and Spanish.

Post-offer background check required: Yes

Telecommuting: This position is based in Eugene, Oregon, and has been approved as a hybrid work arrangement involving a combination of telecommuting and working on-site after the completion of initial training. The selected candidates must live in the state of Oregon.

Why EWEB?

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

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. EWEB is also committed to providing a work environment conducive to the safety, health, and well-being of its workforce, and offers great benefits, including but not limited to health care, vacation and sick leave, pension, holidays, and employee credit union. We consistently rank within the top 100 healthiest employers in the nation!

Founded in 1911, 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 mission is to enhance our community's vitality by delivering drinking water and electric services consistent with the values of our customer-owners. And our vision is to do so while being a local utility that inspires our customers to invest in and rely on us.

Our core values:

• SAFE: We value the safety, physical and psychological wellness, of our workforce and the public, the security and integrity of cyber assets and data, and the protection of our customers assets.
• RELIABLE: We value the ongoing continuous on-demand delivery of drinking water and electricity, and the dependability of our response to our customers.
• AFFORDABLE: We value and respect our customer-owners financial resources by making wise investments and controlling costs and rates.
• ENVIRONMENTAL: We value the prudent and sustainable stewardship of the environment and natural resources, including preserving our watershed, and our role in reducing the greenhouse gases (GHGs) contributing to Climate Change.
• COMMUNITY/CULTURE: We value a culture of intentional actions and outcomes, continuous improvement, diverse perspectives, that is trustworthy, respectful, equitable, and inclusive to employees and community members. We are dedicated to our public service, professions, local governance, and commitment to serve our community honestly and with integrity.

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.

Other Requirements: This Job Posting is intended to represent key areas of responsibility. It is not meant to be all inclusive and does not prescribe or restrict the work that may be assigned. Nothing in this description restricts EWEB's right to assign or reassign duties and responsibilities to this job at any time. Job descriptions may occasionally be updated, as necessary, to reflect evolving business needs.

Qualifications

Education

Required: High School Diploma or Equivalent

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they