Customer Service Representative I

Puget Sound Energy; Bothell (WA); Hybrid; USD 34,000 - 49,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid Time Off

Job summary

Puget Sound Energy in Bothell, WA is hiring a Customer Service Representative I to assist customers with billing questions, service changes, outages and information. You’ll work in a high-volume inbound call center, using multiple systems to guide customers to solutions with empathy and accuracy.

The start date is November 30, 2026. After training, you may work remote, in the office, or a mix, with schedule flexibility discussed with your supervisor.

Qualifications

• High school diploma or GED required.
• Two years customer service experience, preferably in a call center.
• Must type at least 35 WPM.
• Strong verbal and written communication skills.

Responsibilities

• Assist customers with billing questions and payment assistance.
• Handle service initiation, transfers, outages, and account updates.
• Collaborate with internal teams to resolve complex issues.
• Identify opportunities to improve customer satisfaction and efficiency.
• Provide information on service requests, rates, and company policies.

Skills

Verbal communication

Active listening

Empathy

De-escalation

Multitasking

Dependability

Problem solving

Learning mindset

Customer-first

Resilience

Education

High school diploma or GED

Job description

Puget Sound Energy is looking to grow our community with top talented individuals like you! With our rapidly growing, award winning energy efficiency programs, our pathway to an exciting and innovative future is now.

PSE'sCustomer Operationsteam is looking for qualified candidates to fill anopenCustomer Service Representative Iposition!

Specific details regarding the work arrangements for this position will be discussed in further detail during the interview process.

Job Description

Are you passionate about helping people and delivering exceptional customer experiences? If so, Puget Sound Energy (PSE) invites you to consider joining our team as a Customer Service Representative.

As a Customer Service Representative, you'll be on the front line of PSE's commitment to our customers and communities. You'll help customers navigate questions, solve problems, understand their accounts, and access the services they rely on every day.

This is a high-volume inbound call center environment, where you can expect to handle 50 or more customer calls each day. Customers may reach us when they are experiencing an outage, facing a service disconnection, or navigating an urgent situation. Success in this role requires the ability to remain professional under pressure, listen with empathy, de-escalate challenging conversations all while understanding the customer's needs to help guide them toward solutions.

You'll often navigate multiple systems while speaking with customers, gathering information, identifying solutions, and clearly communicating next steps.

Schedule, Attendance & Training

The anticipated start date for this position is November 30, 2026.

New employees will begin with a minimum of four weeks of in-person training at our Bothell office. Because each day of training builds upon the previous day, consistent and timely attendance throughout the training period is critical to your success.

Following training, this position operates on a fixed work schedule within the established operating hours of the Customer Service team. Reliable and consistent attendance is an essential requirement of this position. Our customers depend on us every day, and employees are expected to be ready and available to work their assigned schedules.

Hybrid Work & Emergency Response

This position currently offers flexibility to work remote, in the office, or a combination of both following the successful completion of in-person training. You will discuss available work-location options with your supervisor after training.

PSE provides an essential service to our communities, and circumstances such as storms or other emergencies may require employees in this role to report to a PSE location and work outside of their normal working arrangements.

What Will Help You Succeed

The most successful candidates will bring:

• Strong verbal communication and active listening skills
• The ability to remain professional and composed during challenging customer interactions
• Empathy and the ability to effectively de-escalate difficult conversations
• The ability to multitask, prioritize, and navigate multiple systems simultaneously
• Dependability and a commitment to consistent, reliable attendance
• Strong problem-solving skills and sound judgment
• Curiosity and a willingness to learn about PSE and the utility industry
• A customer-first mindset while balancing customer needs with company policies and procedures
• The resilience to move from one challenging interaction to the next while continuing to provide excellent service

This job is considered "safety sensitive" as defined in RCW 49.44.240 and is subject to pre-employment drug screening that includes screening for the presence of marijuana and marijuana metabolites.

Job Responsibilities

• You'll assist customers with a variety of needs, including:
  • Billing questions and payment assistance
  • Starting, stopping, or transferring service
  • Power outage questions and information
  • Establishing new accounts and updating customer records
  • Triaging gas emergency calls
  • Questions related to service disconnections
  • Other account and service-related needs
• Collaborate with internal teams to elevate and resolve complex customer issues, ensuring seamless coordination and effective problem resolution.
• Proactively identify opportunities to improve customer satisfaction and service efficiency, sharing feedback and suggestions with team leads and managers.
• Stay up-to-date with PSE's products, services, policies, and procedures to provide accurate information to customers.
• Navigate between multiple systems and reference guides to ensure customer issues are handled per company standards.
• Provide information and respond to inquiries from customers and other employees regarding service requests, rates, basic high-bill inquiries, credit processes, energy conservation, customer programs, billing information and Company policy.
• Process mail returns, account changes or corrections, and respond to miscellaneous customer inquiries.
• Update customer information.
• Compile reports and process customer correspondence via email and chat.
• Initiate service orders or follow-up requests and make credit arrangements.
• Operate multi-line phone systems, calculators, and PSE systems.

Minimum Qualifications

• Minimum education and training including a high school diploma or GED;
• Successful completion of courses in basic PC, electricity and natural gas is desired.
• Two years customer service skills preferably in a call center environment.
• Must be able to type a minimum of 35 words per minute.
• Must have strong verbal and written communication skills.

At PSE, we value our employees and provide them with opportunities to excel. We offer a competitive and comprehensive total rewards package. To learn more about why PSE is a great place to work, see our Employee Value Proposition, which highlights our commitment to employee growth, work-life balance, and meaningful career opportunities in the energy sector.

The pay range for this position is $30.31/hr, and this position is eligible for annual goals based incentive bonuses.

Benefits

• Employees are eligible for medical, dental, vision, basic life, and short- and long-term disability insurance.
• There are additional voluntary options of supplemental life insurance, accidental death and dismemberment insurance, flexible spending accounts for health care and dependent daycare, and an Employee assistance program (EAP).
• For long term savings, PSE offers a 401(k) investment option and a cash balance retirement plan.
• Employees will also receive Paid Time Off (PTO) and Paid Holidays throughout the calendar year.

Families and businesses depend on PSE to provide the energy they need to pursue their dreams. Our steadfast commitment to serving Washington communities with safe, dependable and efficient energy started in 1873. Today we're building the Northwest's energy future through efforts like our award winning energy efficiency programs and our leadership in renewable energy.

Puget Sound Energy is committed to providing equal employment opportunity to all qualified applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, sexual orientation, gender identity, marital status, veteran status or presence of a disability that with or without reasonable accommodation does not prevent performance of the essential functions of the job, or any other category prohibited by local, state or federal law.

Should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources Staffing department at [e-mail] or 425-462-3017.

Detailed benefit overviews can be found on our Career page - Why Work For Us (pse.com).