Customer Service Representative

Customer Service Representative I

Puget Sound Energy is looking to grow our community with top talented individuals like you! With our rapidly growing, award winning energy efficiency programs, our pathway to an exciting and innovative future is now. PSE's Customer Operations team is looking for qualified candidates to fill an open Customer Service Representative I position! Specific details regarding the work arrangements for this position will be discussed in further detail during the interview process.

Job Description Are you passionate about helping people and delivering exceptional customer experiences? If so, Puget Sound Energy (PSE) invites you to consider joining our team as a Customer Service Representative. As a Customer Service Representative, you'll be on the front line of PSE's commitment to our customers and communities. You'll help customers navigate questions, solve problems, understand their accounts, and access the services they rely on every day.

This is a high-volume inbound call center environment, where you can expect to handle 50 or more customer calls each day. Customers may reach us when they are experiencing an outage, facing a service disconnection, or navigating an urgent situation. Success in this role requires the ability to remain professional under pressure, listen with empathy, de-escalate challenging conversations all while understanding the customer's needs to help guide them toward solutions.

You'll often navigate multiple systems while speaking with customers, gathering information, identifying solutions, and clearly communicating next steps.

Schedule, Attendance & Training The anticipated start date for this position is November 30, 2026. New employees will begin with a minimum of four weeks of in-person training at our Bothell office. Because each day of training builds upon the previous day, consistent and timely attendance throughout the training period is critical to your success. Following training, this position operates on a fixed work schedule within the established operating hours of the Customer Service team.

Reliable and consistent attendance is an essential requirement of this position. Our customers depend on us every day, and employees are expected to be ready and available to work their assigned schedules. Hybrid Work & Emergency Response This position currently offers flexibility to work remotely, in the office, or a combination of both following the successful completion of in-person training.

You will discuss available work-location options with your supervisor after training. PSE provides an essential service to our communities, and circumstances such as storms or other emergencies may require employees in this role to report to a PSE location and work outside of their normal working arrangements.

What Will Help You Succeed The most successful candidates will bring:
Strong verbal communication and active listening skills The ability to remain professional and composed during challenging customer interactions Empathy and the ability to effectively de-escalate difficult conversations The ability to multitask, prioritize, and navigate multiple systems simultaneously Dependability and a commitment to consistent, reliable attendance Strong problem-solving skills and sound judgment Curiosity and a willingness to learn about PSE and the utility industry A customer-first mindset while balancing customer needs with company policies and procedures The resilience to move from one challenging interaction to the next while continuing to provide excellent service

Job Responsibilities You'll assist customers with a variety of needs, including:
Billing questions and payment assistance Starting, stopping, or transferring service Power outage…