Customer Service Analyst; Bilingual

Pay: $24.05 / hour

Employment type:

Full-Time

• Req#: CUSTO
  001359

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 customer’s 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…