Customer Service Analyst
Eugene Water & Electric Board - Eugene, OR

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Would you like to build on your customer service skills and experience by interacting directly with EWEB customers? EWEB is seeking Part-Time Customer Service Analysts to serve as the initial contact for external/internal customer inquiries and transactions, communicate with a high volume of customers regarding utility accounts, and investigate and resolve customer utility concerns in an efficient, confidential manner. The successful candidate will also provide training and support to coworkers and Customer Services Analyst Trainees.
As a Customer Service Analyst, you will speak with customers about a vast array of EWEB initiatives and activities. You will shape the public perception of EWEB and provide excellent service for billing and collection activities.

This position will work a minimum of 20 hours per week between the with the opportunity to work additional hours during peak times (June - September) and to cover for employee absences.

EWEB is building a 12-month applicant pool with this recruitment. Any future Customer Service Analyst openings will be selected from this applicant pool.

This position also requires a supplemental questionnaire. Applications submitted without the required questionnaire will not be considered.

This posting will close on December 21, 2012, or upon the receipt of 200 applications; whichever occurs first.

Why This Job:
EWEB offers employees a unique working culture where public service is combined with development opportunities that support employee growth and enhance job performance. Our employees work in a relaxed environment where creativity, innovation, involvement, teamwork, and diversity are supported and encouraged. EWEB offers a comprehensive benefit package, including health care, vacation and sick leave, pension, holidays, tuition reimbursement, an on-site fitness center and child development center.

Minimum Training and Experience Required:
Requirements As A Qualification & Progression Experience: Three years direct customer account and/or collection experience involving a wide variety of complex decisions and work processes with a high volume customer base using an automated CIS. One year must be recent (within last three years of the date of application) and include high volume data entry, account reconciliation, payment arrangements, and experience resolving customer inquiries and promoting services or products. Customer Contact Center experience and bi-lingual skills may be given preference. Education and/or training: High school diploma or GED. A demonstration of on-going education and training including, but not limited to customer support, math, data entry, communication skills and collection techniques is desirable. Utility and/or banking experience preferred. Oregon driver license: No Professional license or registration: None Safety sensitive position requiring post-offer drug screen: No Post-offer criminal record check required: May be a duty specific department requirement. Next step in normal progression: None Apprenticeship or other education/training required as a condition of employment, progression, or advancement: None specified

Supplemental Information:
Supervision Supervisory responsibility: None # of employees: 0 Titles directly supervised by this position: None Supervision exercised over this position: Direct Supervised by: Customer Service Supervisors Type and frequency of personal contact required (general public, organizations, EWEB employees): Daily contact with EWEB employees and general public. Frequent contact with hostile and/or critical/unhappy customers. Equipment, tools, machines, motor vehicles, etc., operated on the job: a 10-key calculator, PC terminal/keyboard, telephone, calculator, two-way radio, copy machine, fax, credit card processing equipment. Work Schedule: 20 hours per week with more hours as required, Shift: Monday-Friday, Days, Other: Overtime as required. Physical activities (exertion, environĀ­mental conditions, risks, safety, etc.): Frequent contact with angry or distraught customers. Continuous data-entry.