NW Contact Center Representative (PT)

**Company Overview** FHC has been a national leader for over two decades, providing contact center, financial recovery, loan servicing, and business process outsourcing (BPO) solutions. As an industry leader, we proudly support clients across higher education, government, financial services, healthcare, telecommunications, and utilities. We’re hiring part\-time Contact Center Representative's for an exciting opportunity supporting a state\-wide program. This role offers the chance to make a meaningful impact while working in a professional, fast\-paced environment. Project Hours of Operation: Monday – Friday, (7:00 AM PST\- 6:00 PM PST) 4 hour shifts approximately 20 hours per week. **Essential Functions** * + Receive high volume in\-bound calls and assist customers with starting/stopping/transferring service + Respond to incoming calls from customers in a professional and courteous manner. + Occasional out\-bound calls for verification purposes + Document interactions in the system 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 as needed. + Maintain confidentiality of sensitive information in compliance with regulations. **Competencies** * Basic to intermediate knowledge of utility regulatory requirements, codes, and operations needed 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 standar