Customer Service Advisor - Billing

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven't stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We're always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Customer Service Advisor - Billing

Job Function Summary

Investigates, analyzes, negotiates, resolves and documents billing issues.

Key Job Information

Customer Service Advisor Billing 6404

Grade 2

Career Level: B2

Intermediate: Requires knowledge and skills gained through formal training or considerable work experience

Works within established procedures with a moderate degree of supervision

Work Style: Hybrid, in-office 1-3 times per week

Key Responsibilities

Research and Analysis Typically works in specific specialty areas. Analyzes, investigates and negotiates billing issues to respond to inquiries; researches and analyzes when billing adjustments, exceptions and corrections are required and obtains approval to process; reviews and analyzes data reports.

Customer Support Responds to customers' billing-related questions via various channels; informs customers about PGE policies, processes and procedures.

Work Management Creates, maintains, or removes persons and accounts in the automated billing system; logs and tracks customer contacts and interactions; processes and documents employee discounts; processes billing adjustments, exceptions and corrections; calculates and prepares reimbursements; documents and updates work processes; recommends process improvements; processes bills and documents accounts; ensures time lines are met.

Written Communications Sends emails, letters, bills and other communications to customers using templates within established time frames.

Collaboration and Information Sharing Responds to outage calls when needed; responds to questions from other departments via various channels.

Education/Experience/Certifications

Education High school diploma or equivalent experience.

Experience Two or more years in customer service, billing or a related field.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

Recent experience working at PGE preferred

Experience in C2M preferred

Basic knowledge of PGE service territory

Working skills in follow through and completion

Basic knowledge of the fundamentals of electricity and the electrical system

Working knowledge of grammar, spelling and business correspondence composition

Working knowledge of customer service policies, procedures and PGE tariffs

Working knowledge of customer transactions, customer information systems, high-bill procedures, energy efficiency programs, marketing programs and meter reading procedures

Intermediate skills in accuracy and attention to detail

Basic knowledge of systems used in department

Working knowledge of PGE procedures and processes related to billing, service and outages

Working skills in using customer information systems and Microsoft applications

Intermediate skills in calculating charges and payment plans

Intermediate skills in typing and 10key entry

Working analytical thinking skills

General Competencies

Working conflict management skills

Intermediate customer focus skills

Working decision-making skills

Intermediate interpersonal skills

Basic organization and prioritization skills

Intermediate written and oral communication skills

Physical and Cognitive Demands

Cognitive Level

Basic: Competencies needed in order to use common sense to carry out simple or uninvolved instructions and pass initial screening.

Cognitive

Ability to adhere to set response times, deadlines and time-sensitive tasks

Ability to follow accuracy standards

Ability to follow through on decision-making tasks

Ability to interact effectively and collaboratively within a team environment

Ability to communicate and problem solve when under stress

Ability to respond and adapt to frequent change

Ability to accept and demonstrate self-awareness when provided constructive feedback

Ability to discern feedback and acknowledge ownership of areas of improvement

Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks

Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory

Ability to process new information to be applied consistently to work tasks

Schedule/Attendance

Ability to adhere to pre-established schedule, including start/stop time and break/lunch schedule

Ability to work long hours

Ability to work a variable schedule

Ability to report to work and perform work during periods of severe inclement weather

Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance

Ability to work shift schedule

Ability to work on-call schedule

Physical Capabilities

Computer use (use computer regularly for entire work shift)

Environment - Indoor/Outdoor

Office environment

Compensation Range:

Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.

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. To find out more, click here.

Join us today and power your potential!

Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.

PGE is committed to diversity and inclusion in the workplace and is an equal opportunity employer. PGE will not discriminate against any employee or applicant for employment based on race, color, national origin, gender, gender identity, sexual orientation, age, religion, disability, protected veteran status, or other characteristics protected by law.

PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Talent Acquisition Specialist (Recruiter) associated with the job posting. You may also make this request by contacting talentacquisition@pgn.comor by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. Our Diversity, Equity & Inclusion (DEI) team is also available for support. You can contact them at dei@pgn.com.

To be considered for this position, please complete the following employment application by the posting close date. Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.