Customer Service Representative

Customer Service Representative

This temporary Customer Service Representative role provides front-line support to utility customers during a leave of absence coverage period through at least September 18, 2026, with the possibility of extension. The position focuses on delivering exceptional in-person and phone-based service, handling payments and billing inquiries, and supporting a wide range of utility account activities while maintaining accuracy, confidentiality, and professionalism.

Responsibilities

• Answer and route incoming calls using a multiline phone system in a courteous and efficient manner.
• Greet customers and visitors in person and direct them to the appropriate staff or department.
• Assist customers with payments, payment arrangements, billing inquiries, energy assistance questions, and the opening and closing of utility accounts.
• Receive, process, and post customer payments made in person, by mail, or over the phone with a high level of accuracy.
• Prepare service orders for account connections and disconnections, rereads, repairs, streetlight requests, backflow testing, and other customer service requests.
• Respond to customer questions regarding utility usage, billing, rates, outages, and internal processes in a clear and professional manner.
• Process late fees, late notices, and service disconnections in accordance with established procedures.
• Maintain accurate customer records and electronic account information in the appropriate systems.
• Sort incoming and outgoing mail, maintain files, and manipulate reports in Excel to support daily operations.
• Perform general clerical and administrative support functions as needed.
• Accurately balance cash transactions and maintain a daily cash drawer.
• Handle sensitive and confidential information with discretion while providing high-quality customer service.
• Navigate multiple software programs simultaneously to research and resolve customer issues.
• Adapt to a fast-paced environment with frequent interruptions and shifting priorities while maintaining attention to detail.

Essential Skills

• High school diploma or equivalent.
• 3+ years of general customer service experience.
• Strong customer service and communication skills in both in-person and phone-based interactions.
• Typing proficiency and basic to intermediate Microsoft Excel skills.
• Experience handling billing or payment-related inquiries, preferably in a utility or similar service environment.
• Ability to navigate multiple software programs simultaneously.
• Attention to detail and strong organizational skills.
• Ability to work effectively in a fast-paced environment with frequent interruptions and changing priorities.
• Basic math skills for handling payments and balancing a cash drawer.
• Ability to exercise sound judgment and work independently.
• Ability to maintain confidentiality when handling sensitive customer information.

Additional Skills & Qualifications

• Familiarity with Microsoft Excel functions such as VLOOKUPs and pivot tables is beneficial but not required.
• Prior experience in the utility industry is a plus.
• Comfort working with a multiline phone system.
• Experience preparing service orders or similar operational documentation.
• Demonstrated reliability and professionalism in a customer-facing role.

Work Environment

This is a temporary, on-site customer service role in a utility office environment that involves frequent interaction with customers both in person and over a multiline phone system. You will work at a front desk or customer service counter and use standard office equipment, including computers with multiple software applications, Microsoft Excel for reports and data manipulation, and a cash drawer for handling payments. The pace is fast, with frequent interruptions and changing priorities, requiring flexibility, focus, and strong organizational skills. Professional attire appropriate for an office and customer-facing setting is expected. The role involves handling confidential customer information, managing financial transactions, and collaborating closely with other office and operations staff to support daily utility service activities.

Job Type & Location

This is a Contract position based out of Spokane Valley, WA.

Pay and Benefits

The pay range for this position is $23.41 - $23.41/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Spokane Valley, WA.

Application Deadline

This position is anticipated to close on Jun 30, 2026.