Customer Experience Specialist

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