For over 125 years, Portland General Electric has proudly served Oregon. Our dedication to helping customers is matched by our commitment to providing PGE employees with a diverse array of rewarding career opportunities. Diversity and community are at the heart of what we do for our customers and for each other. We are committed to a team that looks like the Oregon community that we know and love.
PGE team members are creative problem solvers who love to apply themselves to challenges, big and small. We are looking for team members who will grow their skills, their career and their future with us.
This is an exciting time to join Portland General Electric. As Oregon’s largest electric utility, Portland General Electric is leading an energy transformation that will harness the power of clean and renewable resources on behalf of all customers. Our vision for a clean energy future relies on three interrelated and overarching strategies: decarbonize through investing in clean and reliable energy; modernize through a smarter more resilient grid; and empower our customers in their energy technology choices.
Senior Customer Service Experience Specialist
As Senior Customer Service Experience Specialist, you will have the opportunity to effect positive change and improvement in the customer experience. This position will be responsible for analyzing and measuring the effectiveness of processes, identifying key performance indicators and developing and facilitating continuous improvements in the customer experience.
Our ideal candidate is someone with strong communication and collaboration skills, and great at problem solving. If you are someone who can use data analytics and customer research to drive results, is great at stakeholder engagement, and is skilled in the art of negotiation, this may be the job for you.
Join us today and power your potential!
Portland General Electric.
Talent Acquisition Contact:
Customer Process Improvement Analyzes and measures the effectiveness of processes, identifies key performance indicators and develops/facilitates continuous improvements.
Key Job Information Senior Customer Service Experience Specialist 6436 Grade 7
Career Level: P3
Career Professional Requires in-depth knowledge and experience Uses best practices and knowledge of internal or external business issues to improve products or services Solves complex problems; takes a new perspective using existing solutions Works independently, receives minimal guidance Acts as a resource for colleagues with less experience
Planning and Analysis Meets with supervisors and managers. Analyzes business needs and identifies potential cross-functional process improvement initiatives. Scopes potential initiatives to forecast the anticipated benefits and resource needs of each. Prioritizes needs. Develops departmental continuous improvement plan and collaborates with other departments to determine resource constraints and points of overlap. Negotiates for resources. Maintains repository and road map of continuous improvement activities. Decides which stakeholders to engage and how.
Process/Continuous Improvement Plans and implements improvement initiatives. Identifies objectives. Develops project plans, success metrics and acceptance criteria. May assign work to others and monitor for completion. Decides when project meets acceptance criteria. Identifies risks and notifies project sponsors. Recommends mitigation strategies and escalates issues. Consultation Researches operational best practices and makes recommendations. Develops and communicates project plans, reports and status updates. Serves as a subject matter expert in process improvement to employees and supervisors.
Education Typically a bachelor’s degree in business, finance or other related field or equivalent experience.
Experience Typically five or more years in process improvement, project management or related field.
Certifications, Licenses and Training Project Management Professional (PMP) certification preferred
Competencies (Knowledge, Skills, Abilities)
Intermediate knowledge of project management methods and principles
Intermediate knowledge of PGE’s policies, procedures, tariffs and regulations
Intermediate knowledge of industry best practices related to area of discipline
Intermediate skills in project management
Intermediate skills in influence without authority
Intermediate skills in facilitation and presentations
Intermediate skills in systems and programs used in functional area, including data retrieval
Advanced customer focus skills
Intermediate safety leadership skills
Intermediate skills in analytical thinking
Advanced skills in problem solving
Advanced oral and written communication skills
Advanced interpersonal skills
Intermediate decision-making skills
Advanced organization and prioritization skills
Intermediate knowledge of business process interrelationships
Advanced business acumen skills
Advanced skills in change leadership Intermediate risk management skills
Physical and Cognitive Demands
Intermediate: Consistent use of relevant principles to solve practical problems and to deal with a variety of concrete variables in situations where only limited standardization exists.
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
Ability to work long hours [typically for exempt positions; if included in nonexempt positions, overtime applies]
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 [for part- time positions, change to part-time attendance]
Driving/travel/commute: Daily within service territory – Frequently (at least once a week or more)
Driving/travel/commute: Daily within service territory – Occasionally (one to two times a month or less)
Driving/travel/commute: Overnight inside/outside the service territory – Frequently (at least once a week or more)
Driving/travel/commute: Overnight inside/outside the service territory – Occasionally (one to two times a month or less)
Computer use (use computer regularly for entire work shift)
Lifting/pushing/pulling: Up to 10 lbs.
Lifting/pushing/pulling: Up to 50 lbs.
Lifting/pushing/pulling: More than 50 lbs.
Carrying: Up to 10 lbs.
Carrying: Up to 50 lbs.
Carrying: More than 50 lbs.
Unstable surfaces requiring balance (i.e., moving equipment, boats) (check all that apply):
Elevated areas (i.e., catwalks, roofs and high buildings)
Walking distances and surfaces (long distances and over rough, uneven or rocky surfaces)
Stairs (over 10 steps)
Ladders (over 10 rungs)
Environment – Indoor/Outdoor (check all that apply):
Join us today and power your potential!
To apply, please visit: www.portlandgeneral.com/careers
To be considered for this position, please complete the employment application by the posting close date. A cover letter may be needed with your application to be considered for this position.
PGE believes in rewarding strong performance. We provide a total compensation 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.
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.
Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.
Talent Acquisition Contact:
To apply for this job please visit the following URL: https://portlandgeneral.wd5.myworkdayjobs.com/pgn/job/Portland-Oregon/Senior-Customer-Service-Experience-Specialist_R113 →