Customer Care Specialist (Local 57) Carbon/Emery County – REMOTE WORK Sign-On Bonus $200 – #112709

About the position

Join the PacifiCorp Customer Care Team as a Customer Care Specialist, a unique opportunity for residents of Carbon and Emery Counties in Utah. This remote position allows you to work from your home office while focusing on delivering exceptional customer service. PacifiCorp is committed to a culture of customer service excellence, environmental sustainability, and diversity, equity, and inclusion. As a Customer Care Specialist, you will be responsible for resolving incoming inquiries from customers, which may include reporting power outages, addressing billing questions, processing service requests, and setting up payment arrangements. Your role is crucial in ensuring that customers feel heard and that their concerns are proactively addressed. In this position, you will utilize various policies, procedures, systems, and programs to assist residential and business customers across the six states served by PacifiCorp. You will be trained to handle sensitive customer issues, perform research, and follow up on customer accounts. The training will prepare you to provide a wide range of solutions and services, ensuring that you are equipped to meet customer needs effectively. Additionally, you may be required to perform other duties as assigned, contributing to the overall success of the customer care team. This role is designed for individuals who are self-motivated and disciplined, as you will be working from home. You will need to maintain a designated workspace that is free from distractions and hazards, ensuring confidentiality and privacy for customer interactions. The position requires a reliable internet connection and the ability to commute occasionally for training purposes. PacifiCorp values thorough training and ongoing career development, providing you with the tools and resources needed to succeed in your role.

Responsibilities
• Resolve incoming customer inquiries regarding power outages, billing questions, and service requests.
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• Utilize policies and procedures to place service and emergency orders for customers.
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• Assist customers with payment arrangements and other service-related inquiries.
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• Perform research and follow up on customer accounts to ensure satisfaction.
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• Participate in required training sessions, both remote and onsite, as needed.
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• Maintain confidentiality and privacy of customer information during interactions.

Requirements
• High School Diploma or GED Certificate; or equivalent combination of education and work experience.
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• A minimum of two years non-sales customer service experience or two years of non-sales call center experience.
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• Basic proficiency with Microsoft Outlook.
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• Effective problem-solving and decision-making skills.
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• Strong communication and analytical skills to handle escalated customer situations.
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• Proficient use of computers and ability to perform basic math calculations.
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• Ability to type a minimum of 30 WPM.
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• Flexibility to work shifts within operating hours of 7am-9pm M-F and 8am-7pm Saturday.

Nice-to-haves
• Experience in a remote work environment.
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• Bilingual in Spanish, as there is a premium pay available for Spanish speakers.

Benefits
• Health care coverage
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• Retirement savings plan with 401k matching
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• Paid time off
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• Tuition assistance
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• Paid short-term and long-term disability
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• Paid bereavement leave
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• Ongoing career development and education reimbursement
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• Competitive pay with consistent raises every 6 months.