Customer Experience Specialist

Position: Customer Experience Specialist

Reports to: Customer Experience Manager Compensation*: Competitive starting salary: $65,400 - $80,500 commensurate with skills and experience, Full Pay Range: $65,400 - $95,600 Employment Classification: Exempt, Full-Time Anticipated Start Date: Q1 2026 Application Deadline: 2/6/206 Office Location: Portland Metro Area, Oregon, USA

BACKGROUND

About Energy Trust of Oregon

Energy Trust of Oregon is an independent nonprofit organization dedicated to energy efficiency and renewable energy development. We serve Oregon customers of Portland General Electric, Pacific Power, NW Natural, Cascade Natural Gas and Avista, and SW Washington customers of NW Natural. Year over year Energy Trust is recognized as one of the 100 Best Nonprofits to Work For in Oregon.

Our Vision

Clean, affordable energy for everyone.

Our Commitment to Diversity

We recognize the lack of diversity in our industry, and we actively seek to address it with our hiring and retention practices as well as our values. We believe every person and their lived experience is integral to building a vibrant culture and delivering effective services to all customers we serve. We are committed to the principles of diversity, equity and inclusion, and we encourage candidates with diverse backgrounds and experience to apply.

Our Location

Energy Trust provides for a range of work location options, including remote, hybrid and in-office work. We are open to candidates who live throughout Oregon and Washington. This position is expected to report to the Portland office quarterly, at a minimum, for all-staff and other in-person meetings. The Customer Experience Specialist may be required to conduct site visits with contact center teams and travel 3 - 5 times a year to support outreach needs.

What We’re Looking For:

The Customer Experience Specialist ensures a positive customer experience for all customers, trade allies and stakeholders interacting with Energy Trust by maintaining customer experience processes and documentation, providing training to customer-facing Energy Trust and PMC staff, monitoring call center interactions with customers and supporting complaint resolution in coordination with the Customer Experience Manager. The Customer Experience Specialist supports development and review of customer service process documentation, and provides input and technical expertise for contact center, program and outreach staff along with providing input for PMC and PDC statements of work.

This position regularly interacts with PMC and PDC contact center representatives and management to monitor call quality, provide coaching input, conduct training, recommend call routing improvements, determine documentation and resource needs and facilitate complaint resolution. The position interacts with customers on a routine basis to assist with escalated concerns or respond to sensitive or complex questions. The Customer Experience Specialist also assists the Customer Experience Manager or Customer Experience Lead with process mapping and oversees assigned customer experience improvement projects.

What You’ll Do:

- Develop and maintain customer experience policies and process documentation

- Support and train contracted contact center staff and management.

- Monitor call recordings to determine call quality levels in coordination with contracted contact center management and Customer Experience Manager.

- Advise Energy Trust and PMC staff on customer experience best practices, Energy Trust customer experience procedures and requirements.

- Interact with customers by phone, email, or written letters to troubleshoot concerns and address escalated complaints.

- Report on complaint volumes, categories and outcomes on a regular basis.

- Lead or facilitate process mapping exercises with Energy Trust, PMC and PDC staff.

- Respond to written customer, trade ally and stakeholder inquiries.

- Lead projects to improve existing customer-facing processes or develop new processes to meet new or changing needs.

- Advocate for customers when exceptions are warranted to resolve concerns.

- Serve as a member of the Customer Experience Team to implement projects and processes to improve service for customers, trade allies, community partners and stakeholders.

- Perform other job-related duties as assigned.

- Perform all functions of the job in a safe manner.

SUPERVISORY RESPONSIBILITY

- This position has no supervisory responsibilities

Requirements

What You’ll Need:

- Bachelor’s degree in a relevant discipline or equivalent combination of education and professional experience in contact centers or other customer service roles.

- Three years of experience in developing processes, procedures and systems to serve customers in an efficient and conscientious manner.

- Excellent customer service, organization, verbal and written communication skills.

- Experience in project management is preferred.

- Strong understanding of data systems, including Customer Relationship Management systems, reporting tools and project management techniques.

- Experience working with telephony and IVR systems and telephony system reporting.

- Demonstrated experience working on record or data system projects or improvements.

- Demonstrated experience working on multiple concurrent team-based initiatives.

- Demonstrated experience writing requirements for data and system enhancements.

- Demonstrated understanding of standard work agreements and contracts, and experience working with a legal department to mitigate risk.

- Demonstrated experience in conflict and complaint resolution, particularly in sensitive or high-profile situations.

- Proficiency in Microsoft Word, PowerPoint and Excel. Experience with SharePoint a plus.

- Preference for experience in a contact center or in-person customer service role.

- Familiarity with or background in energy efficiency and renewable energy preferred but not required.

The above information is designed to outline the functions and position requirements of this job. It does not identify all tasks that may be expected, nor address the performance standards that must be maintained.

Benefits

What You’ll Get:

- Health/dental/vision insurance

- Employer sponsored and paid life/disability

- 401(k) with a company contribution of 6% of your salary after 90 days of employment

- TriMet pass

- Access to health and dependent FSA/HSA accounts

- Generous paid vacation, holidays and sick days

- Paid volunteer hours

- Employee assistance program

- Career advancement opportunities

- Great colleagues and culture

- Flexibility to work from home and/or an office space at the Portland, OR location

- Work from home laptop provided

- Read more about our benefits here

APPLICATION INSTRUCTIONS:

Please submit a resume & brief cover letter that shares your interest in this role.

Check out our openings at: www.energytrust.org/About/careers.

All offers of employment are conditional pending the successful completion of a background check (which may include employment verification, education verification, criminal history, motor vehicle record) and reference checks.

Don’t meet every single requirement? Studies have shown that candidates from certain demographics are less likely to apply to jobs unless they meet every single qualification—for example, women and People of Color. At Energy Trust we are dedicated to building a diverse, inclusive and authentic workplace—if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be the right candidate for this or other roles.

Energy Trust of Oregon is committed to providing equal employment opportunity for all persons regardless of race, color, religion (including religious dress and grooming practices), sex, sexual orientation, gender, gender identity, gender expression, age, marital status, national origin, ancestry, citizenship status, pregnancy, medical condition, genetic information, mental and physical disability, political affiliation, union membership, status as a parent, military or veteran status or other non-merit based factors. We will provide reasonable accommodations throughout the application, interviewing and employment process. If you require a reasonable accommodation, contact us. Energy Trust of Oregon is an E-Verify employer. This policy is applicable to all phases of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensation, benefits, and other terms and conditions of employment.

Energy Trust is committed to pay equity. Energy Trust is committed to fair employment practices and non-discrimination, including pay equity for all employees. We do not discriminate on the basis of protected class (race, sex, veteran status, disability, age, color, religion, national origin, marital status, sexual orientation) in the payment of wages or screen applicants on the basis of their current or past compensation. We determine salary by completing a review of your application materials to evaluate your related education, experience and training.

- Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, and certifications in the pay equity assessment to determine equitable salary placement. Candidates should expect compensation offers within the starting compensation range. The full pay range is included to show the earnings potential for this position with sustained high performance.