Customer Service Representative

Customer Service RepresentativeThe salary indicated above includes longevity (1% earned after five years and increases to a maximum of 4% after 20 years). Additionally, a 3.8% cost of living increase has been approved for 2027.Reporting to the Utility Billing Supervisor and working with minimal supervision, the Customer Service Representative performs specialized customer-service, clerical, cashiering, and technical duties in an automated office environment. The position serves as a primary point of contact and responds by telephone, email, mail, and in person to inquiries regarding government services, rates, policies, and procedures.Representative Essential Duties and Responsibilities• Serves as the first point of public contact for the department and provides information and services to customers, the public, City departments and personnel, governmental and private agencies, and outside organizations.• Researches and responds to inquiries received by telephone, email, mail, or in person from the public, City departments, outside agencies, and businesses.• Handles customer complaints and requests; resolves issues whenever possible; refers customers to the appropriate department or person when necessary; and follows through to bring closure to each request, service issue, or problem.• Interprets City codes and regulations and applies policies and procedures. Adapts guidelines and policies to varied situations while maintaining consistency when guidance or policy language is unclear.• Maintains the confidentiality of work-related matters, client records, and City information.• Interprets, explains, and accurately manipulates data in cashiering and customer-information systems.• Receives payments from the public for bills; accurately calculates and issues change and receipts; records transactions in the appropriate amounts; balances transactions; and maintains records of money received and disbursed.• Provides administrative clerical support to the department, including applying working knowledge of policies; retrieving and maintaining files; preparing documents and correspondence; preparing and distributing incoming and outgoing mail; processing invoices; and ordering supply inventories.Other Duties• Maintains regular attendance as an essential requirement of the position.• Performs related work as assigned or required.Knowledge Skills and AbilitiesKnowledge of• Basic principles and practices of customer service.• Telephone techniques and etiquette.• Principles and practices of business arithmetic.• Recordkeeping techniques.• Computer applications, data entry and output, word processing, and spreadsheets.Skill in• Applying interpersonal skills with tact, patience, and courtesy.• Multitasking while maintaining accuracy and efficiency.• Using computers at an intermediate to advanced level, including Microsoft Word, Excel, Outlook, internet applications, and various databases.Ability to• Answer telephones and greet the public courteously.• Communicate clearly and effectively, both orally and in writing.• Read, understand, and apply rules, regulations, ordinances, and laws applicable to assigned functional areas.• Apply modern office practices and procedures and operate computers, photocopiers, calculators, and other assigned office equipment.• Work independently and collaboratively as an effective team member.• Receive money and make change accurately.• Establish and maintain effective working relationships with employees, the public, appointed and elected officials, and public and private agencies.Qualifying Education and Experience (Minimum Requirements)Education: High school diploma or GED and one year of college or technical-school coursework in business and computer applications.Experience: At least three (3) years of progressively responsible related experience providing direct customer service to a diverse customer base and handling difficult and varied customer issues.Experience must include a frontline service-delivery environment requiring a positive attitude, friendly demeanor, and follow-through on customer commitments.Equivalency: An equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities may be considered. Equivalencies do not apply where a license or certification is required by law.Physical RequirementsWork is primarily sedentary and involves sitting most of the time, with walking and standing required occasionally. Duties frequently require reaching; repetitive wrist, hand, and finger movements; typing, picking, pinching, and handling objects; tactile perception; speaking; and hearing sufficient to exchange detailed information at normal speaking levels, with or without correction. The employee may occasionally exert up to 10 pounds of force and may frequently or continuously exert a negligible amount of force to lift, carry, push, pull, or otherwise move objects.Working ConditionsWork is performed in a typical office or administrative environment and does not involve substantial exposure to adverse environmental conditions.Legal and Regulatory Employment ConditionsThis position is classified as non-exempt under the Fair Labor Standards Act (FLSA) and is eligible for overtimeThis position is represented by Teamsters Local 589 in accordance with the applicable labor agreementThis position is excluded from the City's Civil Service systemExamination Process and Required DocumentsApplicants must apply on-line at .Required Application Materials:A completed City application and personal résumé are required. Incomplete applications packets will not be considered. Required application materials must be submitted online by 5:00 p.m. on the closing date. It is the responsibility of the applicant to ensure their application materials reflect the minimum qualifying experience, knowledge, skills and abilities as listed on the job posting.Important Application Note: Please do not attach copies of certifications or transcripts to your application unless they are listed as a requirement for the position.Application process after submittal - What to expect:Initial screening – Once the position closes, the HR Department will review and evaluate your application materials to determine whether your materials reflect and demonstrate the knowledge, skills, abilities, and experience required to meet the minimum qualifications.Invitation to Interview – After initial screening and additional review by the hiring department, if it is determined that you exceed the minimum qualifications, you may be contacted and invited to interview with a hiring panel.References – After the interview, if it is determined that you are the most qualified candidate for the position, references will be sent electronically to the individuals listed on your application.Pre-employment Requirements – If/when applying for safety-sensitive positions, pre-employment physicals and/or drug testing may be required prior to any final offer of employment.Note to Applicants with Disabilities: If you require an accommodation at any point during the application process, please contact Human Resources at View phone number on click.appcast.io or View email address on click.appcast.io Employment Opportunity StatementThe City of Bremerton is committed to integrating diverse perspectives into our workplace culture and encourages our employees to bring their whole, authentic selves to work. We encourage applications from candidates of all backgrounds and experiences and do not discriminate on the basis of any protected status under applicable law. We strive to create a diverse team that allows us to effectively connect to the community we serve.If you have a less traditional background, we want to hear about your transferrable skills and experience. We value a variety of perspectives and are excited to see what you bring to the table.ADA Statement The City of Bremerton does not discriminate on the basis of disability in programs and activities, which it operates pursuant to the requirements of the Americans with Disabilities Act of 1990, and ADA Amendments Act. This policy extends to both employment and admission to participation in the programs, services and activities of the City of Bremerton. Reasonable accommodation for employees or applicants for employment will be provided.The City of Bremerton is proud to be an Equal Employment Opportunity Employer committed to a diverse workforce.BenefitsMedical and Dental Insurance