ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maintain a professional appearance, demeanor, and customer-focused approach.
• Provide customer support by responding to a high volume of inbound calls, moderate outbound calls, emails, and walk-in member inquiries with courteous and collaborative professionalism. Address questions related to rates, high-usage concerns, energy programs, online portal concerns, and account maintenance while safeguarding confidential customer information and assisting with issue resolution.
• Manage customer accounts by establishing new accounts, processing move-in and move-out requests and updating landlord agreements.
• Process customer payments in person, by mail, or automatic payment setup, balance cash drawers, and review accounts to ensure billing accuracy.
• Communicate delinquent accounts and disconnection for non-payment. Assist customers with deferred payment arrangements or recommendations to community assistance resources.
• Troubleshoot, create, and assign service orders for the operations department related to maintenance, reconnection, and disconnection of services.
• Document, communicate, and help troubleshoot power outage information in coordination with Operations Department including Dispatcher.
• Perform other customer service duties as assigned.

QUALIFICATIONS

• Technical Skills: Demonstrated attention to detail and the ability to navigate multiple company software systems. Proficiency with Customer Information Systems (CIS), Microsoft Office, electronic filing systems, and payment processing tools are preferred.
• Communication Skills: Strong written and verbal communication skills, with the ability to engage professionally across departments and with customers through active listening and effective conflict resolution.
• Experience: Direct customer service experience is preferred, ideally involving cash handling, front-line customer support, or utility services.
• Growth Mindset: Demonstrated commitment to learning, development, and continuous improvement.
• A valid Oregon driver’s license is preferred.

CAREER GROWTH PATH

• Comprehensive Onboarding: Complete an initial 60-day training program designed to build core job knowledge and skills.
• Self-Paced Advancement: Progress through two additional self-paced development stages, with a minimum of 12 months between each advancement.
• Support: Receive ongoing hands-on guidance and mentoring from the leadership team.
• Expectation: Demonstrate an ongoing commitment to professional growth and development.

Must complete an application on our website at www.cec.coop