Customer Service Specialist

Location: Sunriver, OR, US

Company: NW Natural

Customer Service Specialist 1

Non-Union Position

WTR-Customer Service Staff; Sunriver, Oregon (US-OR)

Regular FT, Non-Exempt

Posting # 5542

About Us:

NW Natural Water owns and operates water and wastewater utilities in communities throughout Texas, Arizona, California, Idaho, Oregon, and Washington. Since 2018, we have acquired more than 30 utilities and today serve more than 190,000 people via 76,000 connections.

Our parent company, NW Natural Holding Company (NYSE: NWN) (NW Natural Holdings), is headquartered in Portland, Oregon and has been doing business for over 165 years. The company operates through NW Natural Gas Company (NW Natural), SiEnergy Operating (SiEnergy), NW Natural Water Company (NW Natural Water), NW Natural Renewables Holdings (NW Natural Renewables), and other business interests, serving a combined population of over 2.6 million people.

NW Natural Holdings' Texas operations are some of the fastest growing utilities in the nation, where our focus is on supporting developers by providing essential services to new communities. Our highly driven out-of-the-box thinkers are motivated to meet developer/builder timelines and requirements and pride themselves on partnerships with the developers, builders, and communities we serve.

NOTE:

This position is on-site from Monday to Friday.

The Role:

Under basic supervision, performs routine customer service duties to include answering inbound calls, processing service orders, and updating accounts. CSR I employees provide frontline support to utility customers, escalate complex issues to higher tiers, and build foundational knowledge of utility operations. This role requires proficiency in contact center software and adherence to established performance metrics (KPIs).

Day to Day:

• Answer inbound calls, emails, and chat communication using contact center software.
• Process standard service requests (start, stop, transfers, reconnects, disconnections).
• Provide account balance and payment information.
• Process customer payments, returned mail, and account updates related to billing correspondence.
• Conduct outbound calls to notify customers of leak alerts, declined payments, or other urgent account issues.
• Enter and update customer information in the Customer Information System (CIS).
• Escalate billing disputes, compliance issues, or unusual account problems to CSR II or III.
• Maintain performance expectations, including contact center Key Performance Indicators (KPIs).
• Perform other duties as required or assigned.

Come on your first day with:

REQUIRED QUALIFICATIONS:

• 0–2 years customer service experience (utilities preferred but not required).
• High school diploma or equivalent.
• Solid communication and interpersonal skills.
• Basic computer literacy and data entry accuracy.

KPI EXPECTATIONS:

• Average Handle Time (AHT): 8:30 minutes
• After Call Work (ACW): 2:00 minutes
• Adherence: 90%
• Quality: Effective (75%)

Working Conditions:

Work is performed in a standard office or contact center environment. The schedule is generally Monday through Friday during regular business hours, with occasional overtime as needed. Duties require frequent computer and telephone use, sustained periods of sitting, and continuous interaction with customers. Work may involve meeting deadlines, resolving escalations, and maintaining confidentiality of utility records and customer information.

What we offer:

Health & Wellness –

• Rich health insurance benefits with competitive employer contribution
• Free access to an online wellness resources platform

Work Life Balance -

• Start at 20 Vacation Days
• 80 Hours of Sick Time
• 13 paid holidays
• 3 weeks paid parental leave

Financial -

• Competitive 401K company contribution and match
• 15% discount on NW Natural stock through Employee Stock Purchase Program
• Up to $5250 a year in tuition reimbursement

Hourly Range: $19.16 - $26.82 per hour, depending on qualifications

Application Process: To be considered for this position, submit a complete electronic application including cover letter and resume via our website.

https://www.careers.nwnatural.com/nwnaturalwater

Deadline: 7/7/26

Disclosure: We are a drug free workplace and we comply with Federal Drug Free Workplace Act and Department of Transportation regulations. NW Natural Water participates in E-Verify. Individuals hired will have their Form I-9 information submitted to E-Verify. E-Verify is an Internet-based system that compares information from an employee’s Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

E-Verify Information

NW Natural participates in E-Verify. Individuals hired will have their Form I-9 information submitted to E-Verify. E-Verify is an Internet-based system that compares information from an employee’s Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.

All applications must be submitted through NW Natural Water’s Electronic Application System. Resumes submitted via email, fax or mail will not be accepted in lieu of an electronic application.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

NW Natural Water does not accept unsolicited submissions or assistance from search firms for posted positions. Resumes submitted by search firms working under a valid and current written contract with NW Natural Water valid written Statement of Work in place for this position from NW Natural Water HR/Employment will be deemed the sole property of NW Natural Water. No fee will be paid in the event the candidate is hired by NW Natural Water as a result of the referral or through other means.

Nearest Major Market: Bend