NW Contact Center Representative (PT)

FHC has been a national leader for over two decades, providing contact center, financial recovery, loan servicing, and business process outsourcing (BPO) solutions. We support clients across higher education, government, financial services, healthcare, telecommunications, and utilities.

About the role

We’re hiring part-time Contact Center Representatives to support a state-wide program. This role offers the chance to make a meaningful impact while working in a professional, fast-paced environment.

Schedule

Project hours of operation: Monday–Friday, 7:00 AM PST–6:00 PM PST. Shifts are approximately 4 hours each, totaling 20 hours per week.

Responsibilities

• Receive high-volume inbound calls and assist customers with starting, stopping, or transferring service.
• Respond to incoming calls in a professional and courteous manner.
• Make occasional outbound calls for verification purposes.
• Document interactions accurately and efficiently through data entry.
• Research and resolve customer questions and issues using online tools and systems.
• Operate multiple applications, databases, and computer programs.
• Assist customers with setting up payment arrangements, budget billing, and processing payments.
• Guide customers in setting up and accessing their online accounts.
• Assist customers with reviewing and disputing invoices accurately.
• Investigate billing discrepancies and reconcile credits, payments, and account balances.
• Maintain confidentiality of sensitive information in compliance with regulations.
• Report on operational directives and performance metrics at prescribed intervals (e.g., weekly and monthly reporting).
• Support emergency response and business continuity protocols, assisting with customer service operations during company-wide emergencies.

Requirements

• Basic to intermediate knowledge of utility regulatory requirements, codes, and operations to prioritize and oversee customer interactions.
• Demonstrated ability to learn and apply organizational structures, policies, procedures, processes, and department-specific requirements.
• Ability to interact professionally with internal and external employees and customers to answer questions and resolve issues with tact and diplomacy.
• Ability to handle sensitive and confidential information in compliance with PCI requirements and Personally Identifiable Information (PII) policies.
• Proven success working in a customer service environment, including the ability to:
  • Focus on tasks and follow established procedures.
  • Apply procedures in the correct sequence.
  • Make decisions with limited information.
  • Work effectively within a structured team environment.
• Knowledge of utility industry processes, including:
  • Issuing meter and service orders for inspections and adjustments.
  • Reviewing credit information to determine security requirements and financing eligibility.
  • Responding to billing and account inquiries, including high bills, payment history, credit tracing, and rate applications.
  • Determining appropriate actions for open and closed service accounts.
  • Meeting established quality and productivity standards.
  • Following Customer and Emergency Contact Center protocols for gas odor complaints and emergency situations.