• Job Description

  Req#: R6751

  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 10‑key 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:

  $21.85 - $32.77

  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.com or 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.

  September 29, 2024

• About the company

  Portland General Electric is a Fortune 1000 public utility based in Portland, Oregon.

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