City of Seattle Hiring for Customer Service Representative at Seattle, WA Full Time

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle’s electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

Seattle City Light is recruiting for Customer Service Representatives. The Customer Service Representative position requires adaptive and professional written and verbal communication skills, combined with the ability to attend to the financial details of utility account transactions with accuracy. Employees in this position must have the ability to troubleshoot, analyze and remedy customer problems within established guidelines and deal tactfully, courteously, and effectively with a variety of people. This position is also responsible for processing account-related requests, such as creating accounts and service requests and updating information in computerized customer information/database systems. This position will report to the Credit & Collections Supervisor or Utility Accounts Supervisor.

Here is more about what you’ll be doing:

• Opens customer accounts; requests, verifies and/or changes customer information for proper billing.
• Responds to customer inquiries and complaints; researches problems; explains department and program requirements, policies, processes, procedures, rates, fees, penalties, due dates, and utility consumption patterns.
• Performs calculations to determine appropriate billing, fees, taxes, penalties, due dates, and other associated fees.
• Answers customer questions regarding individual bills; resolves and reconciles discrepancies, prepares documents to make adjustments and corrections when errors are detected; and refers customer service complaints to appropriate personnel for dispositioning and/or follow-up as required.
• Updates and maintains accurate account information and customer records in computerized customer information/database systems by inputting new information and changes; and maintains statistical records and generates reports as required.
• Discusses delinquent accounts with customers, takes payments arrangements and makes recommendations for account resolution.
• Performs other related duties of a comparable level/type as assigned.

Required Qualifications: In addition to the skills and experience mentioned above, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

Requires a minimum of one year of clerical and/or cash handling experience including public contact and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).

You will be successful if you have the following experience, skills, and abilities:

• One or more years of direct public contact experience in a billing process and/or customer service role of explaining, negotiating, and handling difficult billing, accounting, and customer service issues.

• One or more years of outbound collection experience.

• Computer Skills, office, word, outlook

• Ability to work in a team environment

• Ability to effectively diffuse upset customers.

• Ability to assimilate and follow processes and procedures.

• Excellent verbal and written communication skills.

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Application Process

Please submit the following with your online application:

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.

Who May Apply: This position is open to all candidates that meet the qualifications. Seattle City Light values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. Seattle City Light encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experiences.

Job offers are contingent on the verification of credentials and other information required by the employment process including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle’s Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.

Want to know more about Seattle City Light? Check out our web page: http://www.seattle.gov/light/.