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 &amp; Process Specialist Job FunctionCustomer Service Knowledge, Learning and Quality Assurance Administers standardized processes, monitors customer-impacting quality and processes and identifies systemic opportunities for employee learning. Key Job InformationCustomer Service Quality &amp; Process Specialist 6427Grade 6 Career Level: P2Intermediate 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 ResponsibilitiesCSO 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 ResponsibilitiesKnowledge 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/CertificationsEducation 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 CompetenciesWorking 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 operationsWorking knowledge of electric utility rates, tariffs, rules, regulations, policies and procedures Working skills in using and administering a knowledge-management systemWorking skills in process-map developmentWorking skills in using Microsoft Office and customer information and meter data systemsGeneral CompetenciesWorking analytical thinking skillsWorking business process interrelationships skills Intermediate influence skills Intermediate interpersonal skillsWorking meeting facilitation skillsWorking organization and prioritization skillsWorking problem-solving skills Intermediate written and oral communication skills Physical and Cognitive DemandsCognitive LevelIntermediate: 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 tasksAbility to follow accuracy standardsAbility 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 stressAbility to respond and adapt to frequent change Ability to accept and demonstrate self-awareness when provided constructive feedbackAbility to discern feedback and acknowledge ownership of areas of improvementAbility 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 memoryAbility to process new information to be applied consistently to work tasks Schedule/Attendance Ability to work long hoursAbility to work a variable scheduleAbility to report to work and perform work during periods of severe inclement weatherAbility to consistently meet attendance standards for regular, reliable, predictable, full-time attendancePhysical Capabilities☒   Computer use (use computer regularly for entire work shift)Environment - Indoor/Outdoor (check all that apply):☒   Office environmentCompensation Range:$74,325.00 - $123,875.00Actual 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 <a href="https://portlandgeneral.com/hrcs5511">here</a>.Join us today and power your potential!Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.PGE is an equal opportunity employer and is committed to fostering a workplace where employees feel connected, valued, and empowered to thrive. 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.PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Recruiter associated with the job posting. You may also make this request by contacting <a href="mailto:talentacquisition@pgn.com">talentacquisition@pgn.com</a> or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process. To be considered for this position, please complete the following employment application by the posting close date.  Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.

For generations, we&rsquo;ve been powering lives and we are committed to representing social, economic, and environmental progress. Energy is essential to everyday life and when disaster strikes, we&rsquo;re proud to spring into action to support our community. Whether it&rsquo;s powering our customers&rsquo; lives, fighting climate change, or responding in times of crisis, the stakes are high, but the work is incredibly rewarding. We&rsquo;re up for the challenge &ndash; are you? Not only are we dedicated to adapting to change, but we also create the positive progress we want to see in our communities. Our world and our industry are faced with new and exciting challenges driven by evolving technology, changing customer expectations and a shared desire for a cleaner energy future. Every day, we take new steps that get us closer to the energy transformation we want to see in Oregon. Why does this mission matter so much to the people who work at PGE? Because we live here, too.

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 &amp; Process Specialist Job FunctionCustomer Service Knowledge, Learning and Quality Assurance Administers standardized processes, monitors customer-impacting quality and processes and identifies systemic opportunities for employee learning. Key Job InformationCustomer Service Quality &amp; Process Specialist 6427Grade 6 Career Level: P2Intermediate 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 &nbsp;Core ResponsibilitiesCSO 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 ResponsibilitiesKnowledge 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.&nbsp;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/CertificationsEducation 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)&nbsp;Functional CompetenciesWorking knowledge of and ability to apply knowledge management and quality assurance principles and goals&nbsp;Working knowledge of business process improvement procedures, practices and standards Working knowledge of customer service operationsWorking knowledge of electric utility rates, tariffs, rules, regulations, policies and procedures Working skills in using and administering a knowledge-management systemWorking skills in process-map developmentWorking skills in using Microsoft Office and customer information and meter data systemsGeneral CompetenciesWorking analytical thinking skillsWorking business process interrelationships skills&nbsp;Intermediate influence skills Intermediate interpersonal skillsWorking meeting facilitation skillsWorking organization and prioritization skillsWorking problem-solving skills Intermediate written and oral communication skills Physical and Cognitive DemandsCognitive LevelIntermediate: 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 tasksAbility to follow accuracy standardsAbility to follow through on decision-making tasks&nbsp;Ability to interact effectively and collaboratively within a team environment&nbsp;Ability to communicate and problem solve when under stressAbility to respond and adapt to frequent change&nbsp;Ability to accept and demonstrate self-awareness when provided constructive feedbackAbility to discern feedback and acknowledge ownership of areas of improvementAbility 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 memoryAbility to process new information to be applied consistently to work tasks Schedule/Attendance&nbsp;Ability to work long hoursAbility to work a variable scheduleAbility to report to work and perform work during periods of severe inclement weatherAbility to consistently meet attendance standards for regular, reliable, predictable, full-time attendancePhysical Capabilities☒&nbsp;&nbsp; Computer use (use computer regularly for entire work shift)Environment&nbsp;- Indoor/Outdoor (check all that apply):☒&nbsp;&nbsp; Office environmentCompensation Range:$74,325.00 - $123,875.00Actual 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 <a href="https://portlandgeneral.com/hrcs5511">here</a>.Join us today and power your potential!Assisting with storms or other Company emergencies is a part of all positions at Portland General Electric.PGE is an equal opportunity employer and is committed to fostering a workplace where employees feel connected, valued, and empowered to thrive. 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.PGE does not discriminate on the basis of disability. We recognize individuals have a variety of abilities to offer and we believe there is much to value and celebrate by incorporating different abilities into the work we do. One very important way we live this out is in our application and interview process. We work hard to support individuals who may need an accommodation to fully participate in these processes. If you feel you may need an accommodation, or would like to request one, please notify the Recruiter associated with the job posting. You may also make this request by contacting <a href="mailto:talentacquisition@pgn.com">talentacquisition@pgn.com</a>&nbsp;or by calling 503-464-7250. The Recruiter will provide information and next steps for the accommodation process.&nbsp;To be considered for this position, please complete the following employment application by the posting close date. &nbsp;Posting closes at midnight (Pacific Time) on the closing date below. If no date is listed, job is open until filled.

Customer Service Quality & Process Specialist

About the Job

About the Company

Portland General Electric

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