Customer Acquisition Services Consultant

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Customer Acquisition Services Consultant

Non-Union Position
Customer Experience;
Portland,Oregon (US-OR)

Hybrid scheduleavailablefor Oregon & Washington residents.
Regular FT, Exempt
Posting # 5731

About Us:

At NW Natural, we offer more than rewarding career opportunities and a vibrant, inclusive work culture. We invite you to join us in providing safe and reliable utility services and renewable energy to better the lives of the communities we serve.

Our vision is to be the leader in service excellence, innovation and environmental stewardship for our customers, while building on our strengths as a trusted energy provider and environmental leader for our industry.

In addition to environmental stewardship, we’re also deeply committed to Diversity, Equity and Inclusion at NW Natural. Our DEI Council started 21 years ago, and today we continue to foster a culture where all employees can experience a sense of belonging, shared purpose and possibility.

NOTE:

This hybrid position is based at our headquarters in downtown Portland, Oregon. Candidates must reside within commuting distance of the office or be willing to relocate to the Portland metropolitan area. Employees are required to work onsite Tuesdays through Thursdays each week, with remote work flexibility on Mondays and Fridays, subject to business needs. This schedule supports collaboration, connection, and team engagement while providing flexibility for focused remote work.

The Customer Acquisition Services Consultant represents NW Natural in helping new and existing customers understand and obtain services in accordance with the company’s investment requirements, policies, procedures, and offerings. The consultant manages complex projects to meet company standards and customer satisfaction goals while resolving customer concerns, questions, and disputes.

• Actively participates in and promotes all aspects of marketing programs.
• Assists customers with equipment comparisons and comparative energy rates, determines readiness to buy, refers appropriate leads to contractors, identifies applicable programs, coordinates the installation of service line and equipment, and coordinates financial arrangements for customers.
• Interfaces frequently with appropriate Company staff towards completion of gas service/meter installation for new customers.
• Determines financial feasibility of complex projects. Maintains comparative fuel cost comparisons to effectively defend gas benefits for customer comparisons.
• Manages construction projects internally, ensuring appropriate documentation and system updates are captured accurately.
• Manages customer/trade allies’ expectations, resolves or escalates customer/trade ally issues, and acts as internal customer/trade ally advocate when appropriate.
• Exercises strong communication, independent judgment, negotiation, and problem-solving skills to ensure timely fulfillment based on customer needs. Builds positive relationships with customers and NW Natural departments by partnering with them to proactively develop services and solutions.
• Influences and educates trade allies about gas equipment, processes, rates, and programs.
• Negotiates and manages customers’ expectations, employs critical thinking, judgment, and attention to detail to resolve progressively complex customer issues and/or escalating problems. Acts as internal customer advocate when appropriate.
• Serves as an advocate for process changes (internal focus) by building the case for change and working across NW Natural work groups to identify opportunities and solutions for improvement.
• Participates in and contributes to inter-departmental teams to address customer service…