Customer Service Representative, Customer Engineering

Position Description 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 a Customer Service Representative at the North or South Service Center. This 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. These transactions often involve cash, check, or credit card transactions in a fast‑paced environment that serves walk‑in customers. In this role, you will troubleshoot, analyze and remedy customer problems within established guidelines, and deal tactfully, courteously, and effectively with a variety of people. You will also be responsible for processing account‑related requests, such as creating accounts and service requests and updating information in computerized customer information/database systems. This position reports to the Supervising Electrical Service Representative. Job Responsibilities Collect and process customer payments and fees; reconcile daily payments and deposits. Open customer accounts; request, verify, and change customer information for proper billing. Perform calculations to determine appropriate billing, fees, taxes, penalties, due dates, and other associated fees. Answer customer questions regarding individual bills; resolve and reconcile discrepancies; prepare documents to request adjustments and corrections. Explain to customers department and program requirements, policies, processes, procedures, rates, fees, penalties, due dates, and utility consumption patterns. Update and maintain accurate account information and customer records in computerized customer information/database systems by inputting new information and changes; maintain statistical records and generate reports as required. Receive inquiries and complaints concerning electrical service and billing, and notify the appropriate workgroup of needed services. Qualifications Requires a minimum of one year of clerical experience involving customer service, public contact and/or experience in a billing process (or an equivalent combination of education and experience). Desired Qualifications: Proficiency with MS Office Suite, particularly Word and Excel. Experience working with relational databases. One or more years of cashiering experience. One or more years of experience in a customer service role handling challenging billing or accounting issues. Work Environment / Physical Demands Work is performed in an office environment. Work involves dealing directly with customers who may be upset, angry or abusive. May be required to work outside of normal shift in the event of an emergency, such as an unscheduled power outage. Additional Information The full salary range for this position is $33.47 to $37.47 per hour. The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long‑term disability insurance for employees and their dependents. Equal Employment Opportunity 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, LGBTQIA+, people with disabilities, veterans, and those with diverse life experiences. #J-18808-Ljbffr Accreditation Council for Graduate Medical Education