Customer Service Representative, Customer Engineering

City of Seattle•Seattle, WA

10d•Onsite

About The Position

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 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.

Requirements

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).

Nice To Haves

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

Responsibilities

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.