Customer Service Quality & Process Specialist

At PGE, our work involves dreaming about, planning for, and realizing a smarter, cleaner, more enduring Oregon neighborhood. Its core to our DNA and we haven’t stopped since we started in 1888. We energize lives, strengthen communities and drive advancements in energy that promote social, economic and environmental progress. We’re always on the lookout for people passionate about leading and being a part of teams that are advancing innovative clean energy solutions that are also affordable and accessible to all.

Customer Service Quality & Process Specialist Job Function

Customer Service Knowledge, Learning and Quality Assurance Administers standardized processes, monitors customer-impacting quality and processes and identifies systemic opportunities for employee learning.

Key Job Information

Customer Service Quality & Process Specialist 6427

Grade 6

Career Level: P2

Intermediate Professional

Requires expanded professional-level knowledge and experience in own area; incumbents continue to acquire higher-level knowledge and skills Expands on high-level knowledge of the company, processes and customers Solves a range of more complex problems Analyzes possible solutions using advanced knowledge and applying protocols Operates independently and receives only a moderate level of guidance and direction

Core Responsibilities CSO Employee Learning and Upskilling

Conducts research and analysis of feedback and available data or leads collaborative efforts to do so and determines which learning gaps exist; decides which gaps need to be addressed; works with managers to develop and deliver on-the-job learning and upskilling for employees.

Process Review, Improvement and Technical Advice

Reviews and analyzes changes in process/procedures; leads or participates in evaluating high-impact processes on customer experience, revenue management or operational efficiency for quality, ensuring compliance with sound processing practices and company policy; provides technical advice on existing, new or revised procedural changes and process issues; investigates and resolves process and procedural problems; advises management on impacts of new processes and recommends changes.

Key Responsibilities Knowledge Management (KM) System

Depending on area of specialization, analyzes and reviews desired outcomes and current practices and decides or develops “best way” process; documents and updates “best way” processes in system of record and promotes user acceptance; creates, refines and maintains articles in the system; tracks and analyzes system user feedback to maximize tool usability and information reliability.

Quality Assurance (QA) Evaluations

Depending on area of specialization, develops and refines quality assurance metrics and processes; conducts quality assurance evaluations for customer transactions; decides which transactions meet quality standards and what feedback employees need to improve; determines the quality score for each interaction; researches and identifies trends, issues and deficiencies and initiates projects or initiatives for filling gaps; makes recommendations for and implements process changes; participates in compiling and presenting QA information in reports, scorecards and various other forms.

Calibration Sessions and Consultation

Facilitates regular calibration sessions to ensure consistency of quality-monitoring program; researches, analyzes and shares current QA trends and provides updates and QA tips; provides managers with recommendations for coaching and training employees; seeks feedback to refine the QA program; provides QA subject matter expertise and contributes to business-unit direction related to quality management.

KM and QA Program Support

Works with team to continuously refine and develop quality-monitoring program that includes guidelines, scoring methodology and tracking/trending results; leads efforts to implement changes to program.

Education/Experience/Certifications Education

Requires a bachelor’s degree in business, technology or other related field or equivalent experience.

Experience

Typically two or more years of combined experience in customer service, quality assurance, knowledge management or related field(s).

Competencies (Knowledge, Skills, Abilities) Functional Competencies

Working knowledge of and ability to apply knowledge management and quality assurance principles and goals

Working knowledge of business process improvement procedures, practices and standards Working knowledge of customer service operations

Working knowledge of electric utility rates, tariffs, rules, regulations, policies and procedures Working skills in using and administering a knowledge-management system

Working skills in process-map development

Working skills in using Microsoft Office and customer information and meter data systems

General Competencies

Working analytical thinking skills

Working business process interrelationships skills

Intermediate influence skills Intermediate interpersonal skills

Working meeting facilitation skills

Working organization and prioritization skills

Working problem-solving skills Intermediate written and oral communication skills

Physical and Cognitive Demands Cognitive Level 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

Schedule/Attendance

Ability to work long hours

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

Physical Capabilities

☒ Computer use (use computer regularly for entire work shift)

Environment - Indoor/Outdoor (check all that apply):

☒ Office environment

Compensation Range:

$74,325.00 - $123,875.00

Actual total compensation, including a performance based incentive bonus, is commensurate with experience, skills, qualifications, education, training, and internal equity. While we anticipate the selected candidate for this position will fall towards the middle or entry point of the compensation range, the decision will be made on a case-by-case basis.

PGE believes in rewarding dedicated performance. We provide a total rewards 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. To find out more, click here.