Customer Service Representative

Job Title

Position represented by: Laborers 252

Job Description

Provide prompt, courteous and reliable customer service. Serve as front-desk reception, cashier, and primary customer contact in person and via telephone. Duties include answering customer inquiries, document management, accurately handling, processing and posting customer payments, updating customer accounts and processing service orders to establish or discontinue utility service.

Distinguishing Characteristics: Requires a high degree of accuracy, ability to problem solve and work with a wide variety of customers. Involves extensive contact with customers and employees via telephone, email and in person. May work on special projects or assignments in support of the goals and mission of the PUD.

Supervision: General supervision is required for accurate completion of established procedures and work activities. Position requires application of knowledge and experience to work independently and use own judgement. Supervisor may use discretion in determining amount of oversight based on employee performance and objectives of the department.

Examples Of Duties

Answer, investigate and resolve customer inquiries in person or via telephone or email. Transfer calls to the correct person when necessary.

Receive, receipt, process and post customer payments received in person or through the mail. Accurately make change for cash transactions. Balance cash drawer daily.

Accurately follow and demonstrate knowledge of PUD policies and procedures.

Make payment arrangements for past due accounts within scope of authority and in accordance with PUD policies.

Work to provide a positive customer experience in all transactions. Process service orders accurately and timely to establish or discontinue utility service. Update customer records for complete and accurate information.

Process applications for service. Collect deposits for accounts as needed in accordance with established procedures. Contact property owners when necessary.

Provide clerical and administrative service support as requested to assist in the overall operations of the PUD.

Prepare bank deposits.

Research, interpret and analyze information including complex billing and payment history to resolve discrepancies.

Take a lead role on special projects or initiatives as directed by the supervisor. Establish and follow guidelines and procedures related to the project, communicate project progress, accomplishments and challenges on a regular basis to supervisor and manager.

May perform some duties of a Customer Service Coordinator on an as-needed basis.

Maintain confidentiality of information received regarding customers and accounts.

Work collaboratively as part of a team to problem solve, share workload and accomplish related tasks.

Maintain files and records as required. Perform other duties as assigned.

Standard Workplace Expectations:

Contribute to a successful work group by listening to and taking time to understand suggestions and concerns of co-workers. Offer constructive suggestions and ideas that help the team meet or exceed objectives and goals by accepting and supporting team decisions. Maintain a positive and cooperative attitude in the workplace.

Determine appropriate priorities to balance workload to meet deadlines. Seek assistance when needed.

Review own work for accuracy and routinely detect or prevent errors or mistakes that would prove costly or could jeopardize the operations of the PUD.

Work additional hours as necessary to achieve departmental goals as requested and authorized by the supervisor.

Maintain appropriate behavior, appearance and effort.

Regularly take initiative in recommending changes in work methods, policies, and procedures to improve levels of service delivery and overall operating efficiencies.

Maintain regular and punctual attendance.

Typical Qualifications

Knowledge: Extensive knowledge of customer service techniques to promote customer satisfaction. Knowledge of organizational techniques and computer software including Microsoft Office products, basic math and cash handling skills, basic knowledge of rules and procedures as they relate to the position.

Abilities: Strong interpersonal skills, with ability to demonstrate patience, active listening, problem solving and effective handling of difficult situations. Ability to communicate effectively in English both orally and in writing; ability to communicate detailed information clearly and concisely, establish and maintain effective working relationships with customers and co-workers; maintain sustained attention to detail; apply commonsense understanding to carry out instructions furnished in written, oral or diagram form; and work with continuous disruptions. Ability to operate computer applications, adapt to new technologies, and enter data with accuracy and proficiency. Ability to ask questions to avoid misunderstandings.

Education, Experience and Training: Requires high school diploma or equivalent and two years of related office experience in customer service including the use of office machines, computers and software including Microsoft Word and Excel. One-year experience in accounting/bookkeeping and familiarity with billing processes and file management is preferred. Public sector experience and bilingual (Spanish) skills are preferred.

Special requirements: Must pass background check. Must possess or be able to obtain a valid Washington State driver's license. A standard Monday through Friday work schedule is required.

Benefits

Jefferson County PUD provides a robust benefit package to all full-time employees. The following summary describes typical benefits available. Actual benefits may vary by position type. Please reach out to our Human Resources team for specific benefit information.

Medical, Dental, Vision and Rx Insurance: Comprehensive medical, dental and vision insurance plans. Employees pay 5% of the monthly premium, regardless of the number of dependents covered. Insurance is effective the first of month following two months of employment.

Health Reimbursement Arrangement (HRA VEBA): HRA VEBA plan is a health reimbursement arrangement (HRA) for employees to use for qualified health care expenses of the employee and eligible dependents while employed and upon separation of employment. The PUD contributes $100 per month to employees HRA.

Retirement: The District is a member of PERS and participation is mandatory for employees in eligible positions. Both the employee and the employer make contributions to the PERS system. Employee contributions are made on a tax-deferred basis. New employees may choose between PERS Plan 2 and PERS Plan 3.

The PUD participates in the Washington State Deferred Compensation Program (457 plan). DCP allows employees to defer a portion of their paycheck for investment for retirement similar to a 401(k). The PUD matches employee deferrals at 50 cents per dollar, up to a total match of 4.5% from the PUD.

Paid time off: The PUD utilizes a PTO program. New employees are offered 20 days of PTO each year. PTO accrues at 6.15 hours per bi-weekly pay period. Accruals increase with longevity of service after 3 years.

Holidays: The PUD recognizes 11 holidays and provides for two floating holidays each year. The second floating holiday is available for use after six months of employment. At 5 years of employment, employees are offered 3 floating holidays each year and 4 floating holidays each year after 10 years of employment.

Observed Holidays:

• New Year's Day
• Martin Luther King Day
• Presidents' Day
• Memorial Day
• Juneteenth National Independence Day
• Independence Day
• Labor Day
• Veterans' Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Day

Disability Insurance: The PUD offers a short-term disability policy, beginning on the 41st hour you are unable to work, that pays 70% of your salary for up to 180 days. A separate long-term disability insurance applies after 180 day waiting period.

Life Insurance: $50,000 through NW Laborers Insurance. Please note that all provisions in this summary are subject to change.