Customer Acquisition Services Consultant Non-Union Position
Customer Experience; Portland, Oregon (US-OR)
Hybrid schedule available for Oregon & Washington residents.
Regular FT, Exempt
Posting # 5731
NOTE:This hybrid position is based at our headquarters in downtown Portland, Oregon. Candidates must reside within commuting distance of the office or be willing to relocate to the Portland metropolitan area. Employees are required to work onsite Tuesdays through Thursdays each week, with remote work flexibility on Mondays and Fridays, subject to business needs. This schedule supports collaboration, connection, and team engagement while providing flexibility for focused remote work.
Position Summary:The Customer Acquisition Services Consultant represents NW Natural in helping new and existing customers understand and obtain services in accordance with the company's investment requirements, policies, procedures, and offerings. The consultant manages complex projects to meet company standards and customer satisfaction goals while resolving customer concerns, questions, and disputes.
Essential Duties & Responsibilities:- Actively participates in and promotes all aspects of marketing programs.
- Assists customers with equipment comparisons and comparative energy rates, determines readiness to buy, refers appropriate leads to contractors, identifies applicable programs, coordinates the installation of service line and equipment, and coordinates financial arrangements for customers.
- Interfaces frequently with appropriate Company staff towards completion of gas service/meter installation for new customers.
- Determines financial feasibility of complex projects. Maintains comparative fuel cost comparisons to effectively defend gas benefits for customer comparisons.
- Manages construction projects internally, ensuring appropriate documentation and system updates are captured accurately.
- Manages customer/trade allies' expectations, resolves or escalates customer/trade ally issues, and acts as internal customer/trade ally advocate when appropriate.
- Exercises strong communication, independent judgment, negotiation, and problem-solving skills to ensure timely fulfillment based on customer needs. Builds positive relationships with customers and NW Natural departments by partnering with them to proactively develop services and solutions.
- Influences and educates trade allies about gas equipment, processes, rates, and programs.
- Negotiates and manages customers' expectations, employs critical thinking, judgment, and attention to detail to resolve progressively complex customer issues and/or escalating problems. Acts as internal customer advocate when appropriate.
- Serves as an advocate for process changes (internal focus) by building the case for change and working across NW Natural work groups to identify opportunities and solutions for improvement.
- Participates in and contributes to inter-departmental teams to address customer service requirements such as increasing customer satisfaction and those which concern NW Natural's service, product, business, or regulatory developments.
- Assures continuous compliance with NW Naturals tariffs and policies including maintaining accurate record keeping.
- Provides superior customer service to address customer concerns or implement service improvements.
- Supports Company's commitment to a culture of safe work practices.
- Other duties as assigned.
Qualifications:- Bachelor's degree in marketing, business or related field and a minimum of 5 years' experience in marketing/sales/account management or an equivalent combination of education and experience.
- Knowledge of marketing concepts, theories, and approaches, including sales promotions, market advertising, finance, and economics.
- Experience with financial modeling.
- Knowledge of NW Natural's products and services. Ability to learn and apply knowledge of natural gas equipment and its applications, supply conditions, competitive advantages, and availability.
- Track record of presenting self as a positive representative of the organization; projects confidence, alertness, and energy; ability to grasp the nuances of appropriate behavior for the situation.
- Experience with project management methodologies and managing projects.
- Superb communication and negotiation skills, with the ability to engage customers and trade allies tactfully and diplomatically.
- Ability to be self-managed, analyze customer situations, and apply skills in problem solving and decision-making.
- Advanced computer skills and the ability to apply them to various company systems and word-processing, spreadsheet, and database applications.
- Knowledge and ability to read and apply construction practices and techniques and read/understand architectural and engineering drawings.
- Ability to maintain focus, develop and apply procedures, collaborate effectively, and make independent decisions with limited information and supervision.
What we offer:Health & Wellness -
- Rich health insurance benefits with competitive employer contribution
- Free access to an online wellness resources platform
Work Life Balance -
- Up to 23 Vacation Days
- 80 Hours of Sick Time
- 10 paid holidays and 3 floating holidays
- 3 weeks paid parental leave
- Be part of a workplace where your voice matters. Engage with our Diversity, Equity & Inclusion Council, and a variety of Employee Resource Groups that support community and growth.
- 1500 sq foot exercise facility and secure bike room
Financial -
- Meaningful annual incentive bonus opportunity in addition to base salary
- 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
- Wellness incentive program
Discounts -
- 20% off natural gas service
- Up to 30% discount at NW Natural Appliance Center
- TriMet Pass for all HQ employees
- Generous discounts with Verizon & AT&T Wireless
Base salary range: $74,800.00 - $102,600.00 per year, depending on qualifications
Annual Target Incentive: Level 2, 7.5% target
Targets are calculated using eligible earnings during plan year participation. Payout, if earned, is based on company and individual performance for each plan year and may range from 0% - 200% of target. Targets are subject to change in subsequent plan years. Must be employed by September 30 in order to receive any prorated payout.
Application Process: To be considered for this position, submit a complete electronic application including cover letter and resume via our website.
https://www.nwnatural.com/about-us/the-company/careers
Deadline:10/27/26 
