Customer Service Specialist- City Services and Utility Billing

The Position

Do you enjoy customer service, have a great eye for detail, and experience in bookkeeping or accounting?

The City of Beaverton is hiring a City Services and Utility Billing Specialist to join our growing team and be a welcoming face of the city at Beaverton City Hall, providing in-person assistance to residents and visitors from the Central Services Desk. You will help customers with utility billing questions, process payments, and assist with services like passport applications and business licenses. Your role will involve directing visitors to the correct city departments or agencies and supporting them with information and guidance.

We're looking for someone who likes solving problems, engaging with the community, and providing top-notch customer service in a fast-paced environment. As part of the City's Finance Department, you'll work in a collaborative team while being empowered to work independently, using your initiative to support the community. Bring your attention to detail and your customer service skills together and apply today!

This is a full-time, non-exempt, SEIU-classified position. The classification is Financial Services Specialist 2. The schedule will be Monday-Friday, 8am-5pm. This position is not eligible for remote or hybrid work. There is one vacancy.

Tentative recruitment timeline:

• Job posted: September 8-22
• Application review: September 23-October 5
• Skills assessment: October 13-14
• First interviews: Week of October 19
• Second interviews: Week of October 26
• Start date: mid-November

Responsibilities

• Assist customers at City Hall's central service desk with utility billing. Answer questions, update accounts, and process payments. Explain how utility rates, charges, and funds are used. Share information about water use, utility programs, and city policies. Help customers fill out forms and solve problems.
• Help customers applying for a United States passport by accepting and reviewing their applications for accuracy and completeness. United States Department of State passport acceptance agent training must be completed within the first 90 days of employment, and passport acceptance follows strict guidelines set by the US Department of State.
• Support business license customers. Help people apply for or renew City of Beaverton business licenses. Answer questions and take payments.
• Handle payments and deposits. Reconcile payments and prepare bank deposits.
• Welcome visitors to The Beaverton Building. Answer general questions and give directions. If a customer is looking for a service that the city does not provide, help them find the right place or contact.
• Learn and understand the services the city provides at The Beaverton Building and other locations. Keep up with trainings, events, and community meeting schedules. Maintain a supply of maps and contact information to help walk-in customers efficiently.
• Provide respectful and professional service to visitors and guests, treating them with empathy.
• Handle utility billing tasks. Update accounts, make billing adjustments, process moves, schedule final meter readings and billings, open and close accounts, and process meter exchanges. Provide customer support by phone and email.
• Work independently and use good judgement to communicate with supervisors about important issues or unusual situations.
• Be on time to provide customer service according to the hours of the Beaverton Building Central Desk.
• Act with respect and integrity, promote, and support diversity and inclusion in the workplace.
• Additional duties are outlined in the Financial Service Specialist 2 class specification.

Qualifications

Minimum qualifications

• Associate's degree in accounting, business, or a related field; and
• Three years of bookkeeping or accounting experience, including:
• One year of experience in local or state government; and
• One year providing face-to-face customer service in a public setting; or
• An equivalent combination of education and experience enabling the incumbent to perform the essential functions of the position.

Licensing and special requirements

• To accept passport applications, must be a United States Citizen or a non-citizen national, 18 years of age or older, and with no record of either a Federal or State felony or misdemeanor conviction for crimes involving moral turpitude or a breach of trust. These include but are not limited to embezzlement, identity theft, misappropriation, document fraud, drug offenses, or dishonesty in carrying out a responsibility involving public trust.
• Must complete passport acceptance agent training within first 90 days of employment.
• Ability to pass reference checks and education verification and satisfy the requirements of a background check.

Studies have shown that some candidates hesitate to apply for a position if they do not believe they meet 100% of the hiring criteria. The city's talent acquisition goals include hiring the candidate who is best able to meet the performance objectives of the role. We encourage people with non-traditional skill sets and experiences to apply, even if you believe you do not meet 100% of the qualifications and hiring criteria described.

Compensation

Wage range: $28.84 - $38.65 hourly

Starting pay within the posted range is based on a review of your related work experience, as required by the Oregon Equal Pay Act. We compare the experience shown in your application materials with the qualifications for the position. Applicants who meet the minimum qualifications will start at step one. Applicants whose work history clearly demonstrates additional directly related experience may be placed at a higher step within the range.

To ensure an accurate evaluation, please include all relevant work history in your application, including part-time, volunteer, or other roles that show related experience.

Total compensation package and benefits:

In addition to competitive pay, the city offers a wide variety of benefits to regular employees which make up an exceptional total compensation package.

The city pays the full retirement contribution to the Oregon Public Employees' Retirement System (PERS) including the employee portion; provides employees with an opportunity to participate in a deferred compensation retirement plan; makes available a public service loan forgiveness program and tuition reimbursement program; and offers excellent health, dental, vision and life insurance coverage.

Additional benefits include excellent paid time off (PTO) accrual, PTO cash out options, wellness programs and incentives, an employer-funded Health Reimbursement Account (HRA) VEBA, an Employee Assistance Program (EAP), and bilingual pay premiums.