Utility Customer Service Representative

Job Title

Customer Service Representative

Salary Range

4,965.00 - 6,347.00

Job Summary

The City of Vancouver is a great place to work. If you want to do meaningful work with smart people for a progressive organization, we might just be for you! If who we are speaks to you, and if you're the type of person who is interested in joining a team invested in ensuring employees the community receive meaningful, excellent service and information then the City of Vancouver may be for you. The purpose of this position is to serve as the first point of contact for walk-in, email, and telephone customer service interactions for utility and public works inquiries. Provide account management services by researching account information and educating customers on utility billing procedures and policies, taking ownership of requests for service, and managing customer complaints to resolution in a positive manner. Perform a wide variety of responsible clerical work, cash handling, dispatch, and customer service-related office duties. This is a full-time, regular, non-exempt union position. This position is covered under the provisions of an agreement between the City and the OPEIU union. The schedule for this position is M-F, 8am to 5pm or M-F, 8:15am to 5:15pm. Compensation PhilosophySalary for this position is subject to a collective bargaining agreement with negotiated step increases based on seniority. Candidates meeting the minimum requirements for the position will be at the beginning of the listed range, equal to Step 1. Directly related experience, certifications and relevant credentials exceeding minimum requirements will be considered for step credit at hire, with such credit not to exceed Step 4, the approximate midpoint of the listed range, unless otherwise stipulated in the applicable collective bargaining agreement.

Job Details

Essential Functions:

• Provide general information and assistance through email, on the telephone and in-person to citizens with inquiries and complaints. Advise customers of fees, services, and billing procedures.
• Perform utility account management duties, including identifying customer questions, concerns, and issues; prepare service requests; research account information; communicate results, educate customers, and take ownership of providing solutions. Refer calls or complex issues to appropriate department and/or City personnel if needed.
• Answer phone calls on Public Works matters. Request basic information from callers to determine the nature of call, location of the problem, type of action, department and equipment required; provide information or refer callers as appropriate. Evaluate the extent of emergencies and types of personnel and equipment needed. Refer to manual to determine appropriate course of action; utilize road and street atlas to pinpoint inquiry or emergency areas and give precise directions to Public Works personnel. Dispatch Public Works crews.
• Cashier, process payments, and receipt funds for the City of Vancouver. Maintain cash drawers, complete the balance process at close of business each day and comply with established cashiering practices in accordance with the Cash Handler's Manual.
• Process utility account adjustments to correct bills and payments and verify payment of bills and current service status. Authorize credit extensions for customers with past due bills and perform credit and collection duties.
• Perform general clerical work and customer service-related office duties; schedule appointments, sort and distribute incoming mail, organize, and maintain disc and on-line data storage and filing systems, and type and proofread a variety of documents and correspondence.
• Set-up, operate and make minor repairs on all specialized equipment used in the printing, sorting, and mailing of utility bills and notices. Prepare bulk mailings, postage paperwork and deliver to the post office.
• Assist with special projects as required.
• Perform other duties and responsibilities as assigned.

Qualifications

Experience and Education

Experience:

• One year of customer service experience including the maintenance of customer or other formal records and/or cashiering.
• Billing account management and/or service/call center experience is desirable.

Education:

• Equivalent to a HS Diploma/GED

*Equivalent combinations of education and experience may be considered.

Computer Skills

• Intermediate data entry skills with automated database systems, including 10 key by touch; experience with customer information systems and asset management systems preferred.
• Intermediate skills in Microsoft Word, Excel, Outlook, and Internet.

Knowledge

• Customer service techniques
• Principles and practices of accounting and account management
• Principles of mathematics
• Principles and procedures of cash handling
• Record keeping, cashiering, and balancing procedures
• Principles and procedures of file management and record keeping
• English usage, grammar, and punctuation
• Business letter writing and report preparation
• Pertinent federal, state, and local laws that pertain to: Utilities and collections
• Modern office procedures, methods, and computer equipment
• Use of personal computers and basic software

Abilities

• Multi-task in a fast-paced environment
• Work with a diverse customer base
• Provide assistance and solve problems for citizens with inquiries and complaints, including handling and defusing hostile situations
• Communicate clearly and concisely, both orally and in writing, to a variety of audiences including both internal and external customers
• Apply knowledge of customer service and general office practices
• Perform research on customer payments and/or accounts using financial and database systems
• Learn and correctly interpret and apply policies and procedures
• Exercise judgment and maintain a high degree of confidentiality
• Accurately type at a speed necessary for successful job performance
• Understand and carry out oral and written directions
• Work independently without need for detailed oversight and review
• Operate a personal computer and appropriate software
• Work in a manner consistent with the City of Vancouver's Operating Principles
• Work and act as a team player in all interactions with other City employees
• Always provide a high level of customer service
• Project and maintain a positive image with those contacted in the course of work
• Develop and maintain collaborative and respectful working relationships with team members and others
• Consistently provide quality service
• Maintain regular and dependable attendance
• Demonstrate a commitment to valuing differences among people and to being inclusive.
• Show the utmost respect for others, and act as a team player.
• Promote safety as a guiding principle and a regular practice in accomplishing work by focusing on safe practices and complying with safety and health policies and procedures.
• Recognize unsafe conditions which may be hazardous to an employee or to the public.
• Works in safe and responsible manner; not putting self or others at risk. Complies with applicable policies and procedures including but not limited to using personal protective equipment, observing warning signs, learning about potential hazards, and reporting all unsafe conditions.

This position is subject to successful completion of a pre-employment reference check, a basic criminal background check, and a credit check.

Diversity and Inclusion

The City of Vancouver is committed to advancing equity and creating a welcoming and inclusive workplace. We recognize that progress depends on more than just a verbal commitment; it depends on making meaningful organizational change. We developed and continue to develop strategies to enhance employee-centered programs, eliminate recruitment and advancement barriers, elevate employee understanding of DEI and cultural competency and build an inclusive and welcoming place to call work. We hope you'll consider joining us on the journey!

Safety: The City of Vancouver believes every employee plays a role in maintaining a safe workplace. The City of Vancouver promotes safety as a guiding principle and practice and accomplishes work by creating safe work environments, complying with safety and health policies and procedures and consistently seeking improvements that support operational excellence.

Diversity and Inclusion: At the City of Vancouver, we value and foster a workplace comprised of people with a range of different backgrounds, experiences and cultures. We recognize that a diverse and inclusive team is key to innovation, effectiveness and a positive culture. We are proud to be an Equal Opportunity Employer.

Equal Employment Opportunity Statement: The City of Vancouver is dedicated to