Customer Service Representative, Customer Engineering

Customer Service Representative

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 must have the ability to 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

Here is more about what you'll be doing:

• Collects and processes customer payments and fees; reconciles daily payments and deposits.
• Opens customer accounts; requests, verifies, and changes customer information for proper billing.
• Performs calculations to determine appropriate billing, fees, taxes, penalties, due dates, and other associated fees.
• Answers customer questions regarding individual bills; resolves and reconciles discrepancies; prepares documents to request adjustments and corrections.
• Explains to customers department and program requirements, policies, processes, procedures, rates, fees, penalties, due dates, and utility consumption patterns.
• Updates and maintains accurate account information and customer records in computerized customer information/database systems by inputting new information and changes; maintains statistical records and generates reports as required.
• Receives inquiries and complaints concerning electrical service and billing, and notifies appropriate workgroup of needed services.

Qualifications

In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

Requires a minimum of one year of clerical experience involving customer service, public contact and/or experience in a billing process (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work of the class).

Work Environment/Physical Demands

• Work is performed in an office environment.
• Work involves dealing directly with customers who may be upset, angry and/or abusive.
• May be required to work outside of normal shift in the event of an emergency, such as an unscheduled power outage

Desired Qualifications: You will be successful if you have the following experience, skills, and abilities:

• 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

Additional Information

The full salary range for this position is $33.47 to $37.47 per hour.

Application Process:

Please submit the following with your online application:

• A cover letter in which you clearly describe how your knowledge, experience, skills, and abilities prepare you for the job responsibilities and qualifications outlined in the job announcement
• A current resume of your educational and professional work experience.

Incomplete applications will not be accepted.

Who May Apply: 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.

Job offers are contingent on the verification of credentials and other information required by the employment process, including the completion of a background check. The background check will involve a criminal history check, which includes conviction and arrest records in compliance with the Seattle's Fair Chance Employment Ordinance, SMC 14.17 and the City of Seattle Personnel Rule 10.3. A driving history review may be conducted in compliance with SMC 4.79.020. Applicants will be provided an opportunity to explain or correct background information.

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. More information about employee benefits is available on the City's website at: