Hybrid Customer Service Representative (CSR) - Multiple Positions (Spokane Valley, WA and Lewiston, ID offices) en Avista Corp

We are currently hiring Customer Service representatives capable of working in an Avista Contact Center or in a hybrid setting (combination of remote and in office days) in order to provide the highest level of customer service. Candidates should feel comfortable speaking to customers on the phone, embrace technology with open arms, and enjoy learning new systems. This role is not ideal for individuals who are unable to work independently, get flustered with new tasks (especially when it comes to technology), or get stressed easily.

If you elect to work in a hybrid setting, you must maintain a quiet home working space that is free of distractions to conduct business.  You must also have or acquire high speed internet prior to your hire date. A DSL connection is inadequate for our systems. The minimum internet speed we can accommodate is 20Mbps download, and 5Mbps upload.

Avista's culture engages all employees, providing many opportunities.  Your professional growth and development matter to us.  At Avista, employees work cooperatively, decisively, and strategically. We are guided by the simple principle: do what is right in a manner that is fair and worthy of trust. Avista Customer Service Representatives are the first point of contact and own the customer experience from start to finish. Our employees thrive in a fast paced and dynamic environment.

• The starting pay is $22.22 per hour with regular increases to $34.85 over 36 months if employees are meeting performance expectations. Employees are also eligible for an incentive opportunity up to 7% of base pay subject to all terms and conditions of the annual incentive plan.
• Generous benefits including medical, dental, vision, One Leave paid time off plan, paid holidays, personal holidays, paid parental leave, life and AD&D insurance, 401(k) Plan and Roth, tuition reimbursement, identity theft projection, pet insurance and more.
• Supportive team environment with opportunities for advancement.
• Industry stability and innovative company culture.

About the CSR Position
The CSR positions are guaranteed a minimum of 20 hours per week up to 40 hours per week as call volumes fluctuate and business needs change. The hours of the contact center are Monday-Friday, 7:00am-7:00pm and Saturday 9:00am-5:00pm.

CSR schedules change weekly with a 3-week notice, so flexibility is important. CSRs have the ability to swap shifts, allowing them to pick up or give away hours.

Must be able to be consistently scheduled for 35-40 hours a week for the first (10) ten weeks of paid training.

These positions are located at both the Spokane Avista Contact Center: 14523 E Trent, Spokane Valley, WA 99216 and the Lewiston Avista Contact Center: 803 Main St, Lewiston, ID, 83501. You must live within 1 hour of one of these locations.

All new hires must complete the 10-week training program, which includes two to three in-person days each week at the Spokane Valley office, located at 14523 E Trent, Spokane Valley, WA 99216. All travel to and from the Spokane Valley office will be the responsibility of the employee, including any associated expenses such as fuel, mileage, and travel time. Travel time is not compensated.

Qualified Candidates will have:

• The ability to work any shift as schedules will rotate weekly with a 3-week notice. Contact Center hours are Mon-Fri from 7:00am - 7:00pm and Sat 9:00am - 5:00pm. Flexibility is important.
• The ability to work an average of 30 hours per week (guaranteed 20 hours per week), however hours will fluctuate based on business need. May work up to 40 hours per week, but full-time hours are not guaranteed.
• Must be able to be consistently scheduled for 35-40 hours a week for the first (10) ten weeks of paid training.
• Superior customer service skills. The best Customer Service Representatives take pride in a job well done and see a task through to the finish.
• Compassion, empathy and composure under pressure.
• Tech savvy with the ability to navigate multiple open tabs, systems and complex processes.
• Basic math skills and proficiency in a Windows environment are necessary.
• Bilingual skills are a plus.
• Military experience may be translatable.
• The flexibility and ability to assist customers after hours for any unplanned outage events.

Other combinations of education and experience may be considered.

To Apply
We encourage you to apply as many of our positions have multiple levels to account for an incoming employee’s various knowledge, skills, and experience.

Complete an online application and attach your resume and cover letter to your profile. All documents must be attached to your application at the time of submitting your application for review. No documents can be attached after you click "Submit".

We offer a comprehensive Total Rewards program designed to support every stage of life and career. Our offerings include:

• Affordable healthcare options including medical, dental, and vision coverage
• Retirement benefits with an enhanced 401(k) match
• Incentive and bonus programs rewarding performance and contributions
• Generous paid time off including holidays, personal days, and vacation
• Life and disability insurance for added peace of mind
• Wellness resources supporting mental and physical health
• Education and development support including tuition assistance
• Community giving programs encouraging employee engagement and impact
• Many other elective benefits from Legal insurance, Pet insurance, and more

To learn more, please visit our benefits website at https://avistabenefits.com/.

We are committed to maintaining a competitive and equitable total rewards package that attracts and retains a diverse, skilled, and engaged workforce.

In compliance with state laws, we provide the full salary range for each position, along with the typical hiring range based on qualifications, experience, and internal equity. The full salary range for this position is [Insert Full Range $min to $maximum]. Questions regarding compliance with this requirement can be directed to [email protected].

Pre-employment screening requirements 
Employment is contingent upon the successful completion of a drug test, background check and motor vehicle records review.  

Avista’s Commitment to Equal Opportunity
Avista is a safe, inclusive workplace for people of all backgrounds, and we are committed to Equal Opportunity Employment. All qualified applicants will be considered regardless of race, color, religion, national origin, sex, gender identity, sexual orientation, marital status, age, sensory, mental or physical disability (unless based upon a bona fide occupational qualification), Veteran status or any other classification protected by nondiscrimination laws.

Please view Equal Employment Opportunity Posters provided by OFCCP here. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you require any special accommodations to participate fully in our recruitment process. Avista will make reasonable accommodation to assist a qualified person with a disability in the job application, interview process, and to perform the essential functions of the job whenever possible, where undue hardship would not be created for Avista. Please contact us at [email protected] if you would like assistance.