Customer Service Representative

City of Bremerton•Bremerton, WA

11d•Onsite

About The Position

The City of Bremerton is seeking a Customer Service Representative to perform specialized customer-service, clerical, cashiering, and technical duties in an automated office environment. This role serves as a primary point of contact, responding to inquiries via telephone, email, mail, and in person regarding government services, rates, policies, and procedures. The position reports to the Utility Billing Supervisor and works with minimal supervision. The salary includes longevity pay and a cost of living increase for 2027. The City of Bremerton offers a blend of career opportunity and quality of life, with various districts, attractions, and community events.

Requirements

High school diploma or GED and one year of college or technical-school coursework in business and computer applications.
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.
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.
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.
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.

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.
Complete designated job tasks, special projects and all other duties as assigned to meet team, department, and City goals while working cooperatively, efficiently, and productively in a team environment.
Maintains regular attendance as an essential requirement of the position.
Performs related work as assigned or required.